Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions within agreed service levels. The role focuses on delivering courteous, efficient assistance while maintaining accurate records of all interactions.

Key responsibilities

• Receive and log client help requests via telephone and email.
• Diagnose and resolve technical problems, guiding users through step‑by‑step solutions.
• Escalate complex or overdue issues to the Team Leader according to SLA requirements.
• Maintain and update knowledge‑base articles and self‑help documentation.
• Track all queries, actions taken, and outcomes in the RAVE system.
• Identify recurring trends from call logs and suggest preventive measures.
• Provide product information and ensure compliance with service agreements.
• Conduct follow‑up calls to capture feedback and verify issue resolution.

Required profile

• Strong communication skills with a courteous phone and email etiquette.
• Ability to work under defined SLA targets and manage multiple requests.
• Attention to detail for accurate documentation and data entry.
• Willingness to continuously learn product features and updates.

Required skills

• Experience using the RAVE system or similar ticketing platforms.
• Proficiency with tracking software for logging and monitoring queries.

What we offer

• Opportunities for product training and skill development.
• Dynamic team environment focused on operational excellence.