Production Agent Level 1 – 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 ensuring a high level of customer satisfaction.

Key responsibilities

• Manage client transactions while adhering to quality standards.
• Field all incoming help requests courteously and document user details and issue nature.
• 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, FAQs, 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, navigate clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks, gather feedback, and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to diagnose and troubleshoot technical problems efficiently.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.