Production Agent Level 1 – Client Support

About the role

The Production Agent L1 provides 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

• Manage client transactions and support requests while adhering to quality standards.
• Field incoming calls and emails, document user information, and log problem details.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate complex or unresolved cases to the Team Leader in a timely manner.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule follow‑up calls to capture feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure while meeting defined SLAs.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency in using ticketing or tracking systems (e.g., RAVE).
• Basic troubleshooting and diagnostic abilities.
• Familiarity with maintaining knowledge bases and self‑service resources.