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 focuses on resolving issues promptly, meeting service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field all client help requests courteously and document user details, issue nature, and contact information.
• Manage transactions and update personal availability in the RAVE system to ensure process productivity.
• Record, track, and document every query, including problem‑solving steps and resolution outcomes.
• Follow standard procedures to resolve client issues within SLA limits and escalate red‑flag cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents for faster resolution.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct follow‑up callbacks, capture feedback, and ensure compliance with contract terms.
• Participate in product trainings and collaborate with team leaders to identify learning needs.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to accurately document client information and follow established processes.
• Attention to detail for tracking queries and identifying escalation triggers.
• Commitment to continuous learning through product trainings.

Required skills

• Proficiency with the RAVE system.
• Experience using call‑center tracking software.

What we offer

• Opportunities for skill development through regular product training.
• Collaborative environment with team‑leader support.