Production Agent (Level 1) – Customer Support

About the role

We are looking for a Production Agent (Level 1) to join our customer support team. The role focuses on delivering technical assistance to clients via phone and email, ensuring issues are resolved within agreed service‑level agreements.

Key responsibilities

• Field incoming help requests from clients through telephone and email in a courteous manner.
• Document end‑user information, problem details and resolution steps in the RAVE system.
• Track, record and follow up on all queries using the designated tracking software.
• Apply standard processes to resolve client issues within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus and offer alternative solutions when appropriate.
• Participate in product trainings to stay current with features and updates.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to follow documented procedures and meet quality standards.
• Attention to detail for accurate logging and documentation.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with the RAVE system for availability and case management.
• Experience using ticketing or tracking software to record interactions.
• Familiarity with internal knowledge‑base tools.