Production Agent L1 – Customer Support

About the role

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

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps in the tracking system.
• Update personal availability in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within SLA limits.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring issues and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and ensure contract compliance.
• Participate in product trainings and continuous learning initiatives.

Required profile

• Excellent communication skills and a courteous phone manner.
• Strong attention to detail for accurate documentation and logging.
• Ability to follow defined processes and meet SLA targets.
• Proactive attitude toward identifying trends and escalating red flags.
• Commitment to ongoing product knowledge and training.

Required skills

• Experience using the RAVE system for availability management.
• Proficiency with a call‑tracking software to record and monitor interactions.