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, either directly or through escalation, to meet defined service level agreements.

Key responsibilities

• Receive and log all client inquiries, capturing detailed identification and issue information.
• Diagnose and troubleshoot client problems, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and document each interaction in the RAVE system and designated tracking software.
• Identify recurring issues from call logs and propose preventive measures.
• Escalate critical or unresolved cases to the Team Leader according to SLA guidelines.
• Provide product information and disclosures before and after each interaction.
• Follow up with customers to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to work under pressure while maintaining high quality standards.
• 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.
• Experience using call‑center tracking software to log interactions.
• Basic knowledge of knowledge‑base management and FAQ maintenance.