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 focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Manage client transactions while adhering to quality standards.
• Field all incoming help requests courteously and document user details and issue nature.
• Update availability in the RAVE system to maintain process productivity.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard procedures to resolve client queries within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious issues to the Team Leader when necessary.
• Provide step‑by‑step guidance on product navigation and features.
• Conduct follow‑up calls to gather feedback and ensure compliance.

Required profile

• Strong communication skills with a courteous phone and email demeanor.
• Attention to detail for accurate documentation and tracking.
• Ability to work under SLA pressure and prioritize tasks.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system or similar tracking tools.
• Experience using internal knowledge bases and FAQ resources.