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, either directly or through escalation, to meet service level agreements.

Key responsibilities

• Manage client transactions while maintaining required quality standards.
• Field all incoming help requests courteously and document user information and problem details.
• Update personal availability in the RAVE system and record all queries, steps taken, and outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain internal knowledge bases and self‑help documents to improve resolution speed.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious issues to the Team Leader when necessary.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Strong communication skills and a courteous phone/email demeanor.
• Ability to follow procedures and document interactions accurately.
• Attention to detail for tracking and reporting client issues.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Experience with the RAVE system or similar workforce management tools.
• Proficiency in using tracking software for call and email logging.