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 while meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field all incoming help requests courteously and document user information and issue details.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, troubleshoot client problems, and offer alternative solutions when appropriate.
• Perform scheduled callbacks to gather feedback and ensure contract compliance.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow procedures and document interactions accurately.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to continuously learn product features and updates.

Required skills

• Experience using the RAVE system or similar tracking tools.
• Proficiency in navigating product menus and knowledge bases.