Production Agent Level 1 – Customer Support

About the role

The Production Agent Level 1 provides first‑line technical support for client inquiries, handling calls and emails in a courteous and efficient manner. The role ensures issues are resolved within service‑level agreements or escalated appropriately, contributing to overall process performance.

Key responsibilities

• Receive and log all incoming help requests via telephone or email using the RAVE system.
• Diagnose client problems, guide users through step‑by‑step solutions, and document actions taken.
• Maintain and update internal knowledge‑base articles and self‑help documents.
• Track and report query trends to prevent recurring issues.
• Escalate complex or time‑critical cases to the Team Leader in line with SLA requirements.
• Perform scheduled callbacks to gather feedback and verify resolution compliance.
• Participate in product trainings to stay current with feature updates.

Required profile

• Strong communication skills with a professional, courteous phone manner.
• Ability to follow documented processes and meet defined quality standards.
• Attention to detail for accurate logging and reporting.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with the RAVE system for ticket management.
• Experience using call‑center tracking software.
• Familiarity with knowledge‑base platforms for creating and updating documentation.