Production Agent (Level 1) – 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 promptly, meeting service level agreements, and maintaining high‑quality documentation.

Key responsibilities

• Field all incoming client help requests courteously and record relevant user information.
• Use the RAVE system to update availability, log calls, and track tickets.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries within SLA targets.
• Maintain internal knowledge bases, FAQs, and self‑help documents to improve resolution speed.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail for logging client information and troubleshooting steps.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with ticketing or tracking software (e.g., RAVE).
• Basic knowledge of product support and troubleshooting techniques.