Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field incoming client requests, document user details, and log issues in the RAVE system.
• Follow standard procedures to diagnose and resolve queries, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and record all interactions using the designated call‑center tracking software.
• Analyze call logs to identify recurring trends and suggest preventive measures.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks, gather feedback, and ensure compliance with contractual SLAs.

Required profile

• Strong communication skills with a courteous and professional phone and email etiquette.
• 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 features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to log and monitor interactions.
• Familiarity with knowledge‑base tools for creating and maintaining support documentation.