Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails, documenting issues, and ensuring resolutions meet service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records and knowledge bases.

Key responsibilities

• Receive and log incoming client requests via telephone and email.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Document client information, problem details, and resolution steps in the RAVE system and other tracking tools.
• Escalate complex or time‑critical cases to the Team Leader in accordance with SLA requirements.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive measures.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow standard processes and meet defined quality standards.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency in using ticketing or tracking systems (e.g., RAVE).
• Basic troubleshooting and problem‑solving abilities.