Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or 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, document user information, and log problem details.
• Follow standard procedures to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, troubleshoot client queries, and offer alternative solutions when appropriate.
• Record all interactions in the designated tracking system and schedule follow‑up callbacks.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to diagnose problems quickly and guide users through step‑by‑step solutions.
• Attention to detail for accurate documentation and tracking.
• Willingness to continuously learn product features and updates.
• Team player who collaborates with leaders to improve training and service quality.

Required skills

• Proficiency with ticketing or tracking software (e.g., RAVE system).
• Familiarity with internal knowledge bases and FAQ resources.

What we offer

• Opportunities for product training and skill development.
• Dynamic work environment focused on operational excellence.