Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues quickly, meeting service level agreements, and maintaining high-quality documentation.

Key responsibilities

• Field all incoming client requests courteously through telephone and email.
• 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 critical problems to the Team Leader when necessary.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to diagnose technical problems and follow documented procedures.
• Attention to detail for accurate logging and tracking of all interactions.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE tracking system or similar ticketing tools.
• Experience using internal knowledge bases and FAQ resources.

What we offer

• Opportunities for product training and skill development.
• Collaborative environment with regular feedback loops.