Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. This position is essential for maintaining high‑quality customer interactions and resolving issues efficiently.

Key responsibilities

• Receive and log all incoming client requests via telephone or email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to diagnose, troubleshoot, and resolve client issues within SLA limits.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to gather feedback and verify compliance with contracts.

Required profile

• Strong verbal and written communication skills.
• Customer‑focused attitude with the ability to remain professional under pressure.
• Attention to detail and accurate record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑tracking or ticketing software.