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 or email. The role ensures issues are resolved promptly or escalated according to service level agreements, contributing to smooth process operations.

Key responsibilities

• Receive and log all client inquiries, documenting user details, issue nature and contact information.
• Diagnose and troubleshoot problems, following standard procedures to achieve successful resolutions within SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to accelerate future resolutions.
• Escalate complex or time‑critical issues to the Team Leader and ensure proper follow‑up.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Provide clear product information and guidance, assisting clients in navigating menus and features.
• Perform scheduled callbacks to gather feedback and verify compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to work under pressure while maintaining accuracy and attention to detail.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with ticketing or tracking systems (e.g., RAVE).
• Experience using internal knowledge bases and FAQ resources.