Production Agent L1 – Customer Support

About the role

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

Key responsibilities

• Manage client transactions and support requests while adhering to quality standards.
• Field incoming calls and emails courteously, documenting user details and problem descriptions.
• Update personal availability in the RAVE system to optimize process productivity.
• Record, track, and document all queries, steps taken, and outcomes.
• Follow standard procedures to resolve client issues within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, troubleshoot client queries, and offer alternative solutions to retain business.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software to log calls and emails.
• Ability to navigate and update knowledge bases.