Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly or escalated according to service level agreements, while maintaining accurate records and delivering courteous customer service.

Key responsibilities

• Receive and log all client inquiries through telephone and email.
• Diagnose and troubleshoot client issues, following standard procedures and SLA targets.
• Document end‑user details, problem descriptions, and resolution steps in the RAVE system.
• Update personal availability in RAVE to optimise process productivity.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure SLA compliance.

Required profile

• Excellent verbal and written communication skills.
• Professional, courteous demeanor when interacting with clients.
• Strong attention to detail and ability to follow documented processes.
• Proactive attitude toward learning product features and updates.
• Ability to work independently while collaborating with team leaders for training and issue resolution.

Required skills

• Experience using the RAVE system for availability and ticket tracking.
• Proficiency with standard call‑center tracking software.
• Basic knowledge of product documentation and knowledge‑base tools.