Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support for client inquiries, ensuring issues are resolved promptly and in line with service level agreements. You will handle incoming calls and emails, document client information, and collaborate with the team to maintain high‑quality service.

Key responsibilities

• Field all incoming help requests via telephone and email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate complex or unresolved cases to the Team Leader.
• Provide product guidance, troubleshoot client issues, and offer alternative solutions when appropriate.
• Schedule callbacks, record feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to accurately record information and follow documented procedures.
• Attention to detail and capability to spot trends in client interactions.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Basic troubleshooting and problem‑solving abilities.