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 maintaining high-quality documentation.

Key responsibilities

• Field incoming client requests, record user details, and log issues in the RAVE system.
• Diagnose and troubleshoot client problems, offering step‑by‑step solutions.
• Escalate unresolved or critical issues to the Team Leader according to SLA guidelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends and improve processes.
• Ensure compliance with service agreements and provide required product disclosures.
• Conduct follow‑up calls to gather feedback and verify issue resolution.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to work under defined SLAs and manage multiple queries efficiently.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product details and participate in training.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a designated tracking software for call and email logging.
• Familiarity with internal knowledge‑base tools and FAQ management.