Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet the defined service level agreements. The role is focused on delivering courteous, efficient assistance while maintaining accurate records of all interactions.

Key responsibilities

• Receive and log all client help requests via phone or email.
• Diagnose and resolve technical issues following standard procedures and SLA targets.
• Escalate complex or time‑critical cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documentation.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Schedule follow‑up callbacks to capture feedback and verify compliance.

Required profile

• Strong communication skills with a courteous, professional phone manner.
• Ability to work under pressure while meeting quality and productivity standards.
• Attention to detail for accurate documentation of client interactions.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and transaction management.
• Experience using call‑tracking or ticketing software.
• Basic troubleshooting techniques for software‑based products.