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, meeting service level agreements, and maintaining high customer satisfaction.

Key responsibilities

• Field incoming client requests, document user information, and log issues in the RAVE system.
• Follow standard procedures to diagnose, troubleshoot, and resolve queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and record all interactions using designated tracking software.
• Escalate complex or unresolved issues to the Team Leader.
• Analyze call logs to identify trends and suggest preventive measures.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to work under pressure while maintaining accuracy.
• Attention to detail and strong documentation habits.
• Willingness to continuously learn product features and updates.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with tracking software for logging calls and emails.
• Basic knowledge of product support processes and SLA management.