Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound calls and emails, documenting issues, and ensuring resolutions meet the defined service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records.

Key responsibilities

• Receive and log all client help requests via phone or email.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Escalate complex or time‑critical cases to the Team Leader according to SLA requirements.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and verify compliance.
• Participate in product training to stay current with feature updates.

Required profile

• Strong communication skills with a courteous phone and email etiquette.
• Ability to follow standard processes and document actions accurately.
• Attention to detail and a proactive approach to problem solving.
• Willingness to learn product details and continuously improve knowledge.

Required skills

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