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 and 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 technical issues, guiding users through step‑by‑step solutions.
• Escalate complex or unresolved cases to the Team Leader in accordance with SLA timelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documentation.
• Track and document all interactions, resolutions, and follow‑up actions in the RAVE system and designated tracking software.
• Identify recurring trends from call logs and propose preventive measures.
• Provide product information and ensure compliance with service agreements.

Required profile

• Strong communication skills with a courteous and professional phone etiquette.
• Ability to work under pressure while maintaining accuracy and quality standards.
• Detail‑oriented with good organizational and documentation habits.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticket or tracking software to record calls and emails.
• Basic troubleshooting and diagnostic abilities for client‑facing applications.