Production Agent (Level 1) – Customer Support

About the role

The Production Agent (Level 1) provides technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly, meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, troubleshoot client issues, and offer alternative solutions.
• Record all interactions using designated tracking software and schedule follow‑up callbacks.
• Participate in product training to stay current with features and updates.

Required profile

• Strong customer‑service orientation with a focus on effective diagnosis and troubleshooting.
• Ability to communicate clearly and professionally with clients.
• Attention to detail in logging and documenting client interactions.
• Willingness to learn product details and continuously improve knowledge.
• Capability to work collaboratively with team leaders and peers.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a designated tracking software for call and email logging.