Production Agent Level 1 – Customer Support

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling inbound help requests via phone and email. The role ensures issues are resolved promptly or escalated according to service level agreements, maintaining high standards of customer satisfaction.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing detailed user information.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Document each interaction, including actions taken, resolutions, and any escalations, in the RAVE tracking system.
• Maintain and update internal knowledge‑base articles and self‑help documentation.
• Identify recurring issues, analyze call trends, and recommend process improvements.
• Escalate critical or unresolved cases to the Team Leader in a timely manner.
• Ensure compliance with contractual SLAs and legal service agreements.
• Conduct follow‑up calls to capture client feedback and verify issue resolution.

Required profile

• Strong verbal and written communication skills in English.
• Ability to follow standard operating procedures and document interactions accurately.
• Customer‑focused mindset with a willingness to learn product details.
• Basic computer literacy and comfort using internal ticketing tools.

Required skills

• Experience with the RAVE system or similar ticketing platforms.
• Proficiency in using knowledge‑base and documentation tools.
• Familiarity with basic tracking software for call and email logging.