Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log all client inquiries, capturing detailed user information and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Escalate complex or time‑critical cases to the Team Leader according to SLA guidelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documentation.
• Track and document all interactions in the RAVE system and designated tracking software.
• Identify recurring trends from call logs and suggest preventive measures.
• Conduct follow‑up calls to gather feedback and verify issue resolution.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure while adhering to quality standards.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticket‑tracking or call‑logging software.