Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on diagnosing issues, guiding users through solutions, and maintaining accurate records of all interactions.

Key responsibilities

• Receive and respond to incoming client help requests via telephone and email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within defined SLAs, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring issues and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure compliance with contractual obligations.
• Participate in product training and continuous learning to stay current with feature updates.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with ticketing or tracking systems (e.g., RAVE).
• Basic troubleshooting and diagnostic abilities for software products.
• Experience using knowledge‑base resources and creating self‑help documentation.