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 efficiently, escalated when necessary, and documented according to service level agreements.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Maintain personal availability status in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within SLA limits.
• Access and update internal knowledge bases and FAQ resources.
• Identify recurring issues from call logs and contribute to self‑help documentation.
• Escalate red‑flag situations to the Team Leader promptly.
• Provide product information and disclosures before and after interactions.
• Offer alternative solutions aimed at retaining customers.
• Schedule follow‑up callbacks to capture feedback and ensure compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and meet quality standards.
• Attention to detail for accurate logging and tracking of queries.
• Proactive attitude in identifying trends and escalating critical issues.
• Willingness to continuously learn product features and updates.

Required skills

• Experience using the RAVE system for availability and tracking.