Production Agent L1 – Client Support

About the role

The Production Agent L1 provides effective technical support to clients, handling inbound telephone and email requests. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard processes to troubleshoot and resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or unresolved cases to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Perform scheduled callbacks to gather feedback and verify compliance.

Required profile

• Strong attention to detail and ability to follow documented procedures.
• Excellent verbal and written communication skills.
• Customer‑focused mindset with a professional attitude.
• Ability to work independently and as part of a team.

Required skills

• Proficiency with the RAVE system for tracking and logging interactions.
• Experience using call‑center tracking software and knowledge‑base tools.