Production Agent (Level 1) – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly or escalated according to service level agreements, maintaining high quality and customer satisfaction.

Key responsibilities

• Field and document all client help requests, capturing user details and problem description.
• Resolve queries following standard processes, meeting SLA targets defined in contracts.
• Update personal availability in the RAVE system and log all interactions in the designated tracking software.
• Maintain internal knowledge bases, FAQs, and self‑help documents to improve resolution speed.
• Identify recurring issues from call logs, flag red‑flag cases, and escalate serious problems to the Team Leader.
• Provide step‑by‑step product guidance, assist navigation of product menus, and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented procedures and accurately record all interactions.
• Attention to detail for tracking client information and issue resolution steps.
• Willingness to continuously learn product details and participate in training sessions.

Required skills

• Proficiency with the RAVE system for availability and activity tracking.