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-quality customer interactions.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field incoming help requests courteously and document user information, issue details, and resolution steps.
• Update personal availability in the RAVE system to support process productivity.
• Record, track, and document all queries, including successful and unsuccessful resolutions.
• Follow standard procedures to resolve client queries within SLA limits.
• Maintain internal knowledge bases and FAQ resources to aid problem resolution.
• Identify trends from call logs and update self‑help documents to prevent recurring issues.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information, guide users through menus, and offer alternative solutions to retain customers.
• Schedule callbacks, gather feedback, and ensure compliance with contracts and SLAs.

Required profile

• Strong communication skills with a courteous and professional phone and email demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail for logging client information and troubleshooting steps.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Experience using the RAVE system for availability management.
• Proficiency with tracking software for logging calls and emails.