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 and email. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field all incoming client requests, record detailed user information, and log each interaction.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and document all queries, resolutions, and escalation actions in the RAVE system.
• Identify recurring issues, analyze call logs, and suggest process improvements.
• Escalate critical or unresolved cases to the Team Leader according to SLA requirements.
• Perform scheduled callbacks to gather feedback and verify compliance.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow standard processes and document actions accurately.
• Attention to detail and capacity to manage multiple queries simultaneously.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using call‑center tracking software and knowledge‑base tools.