Production Agent Level 1 – Client 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 defined service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records.

Key responsibilities

• Field incoming help requests via telephone and email, recording client details and issue nature.
• Use the RAVE system and designated tracking software to log, track, and update all interactions.
• Diagnose and troubleshoot client problems, guiding users through step‑by‑step solutions.
• Escalate unresolved or critical issues to the Team Leader according to SLA thresholds.
• 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 with contracts.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow standard processes and documentation procedures.
• Attention to detail for accurate record‑keeping and SLA adherence.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system.
• Experience using call‑tracking or ticketing software.
• Basic troubleshooting of software‑based products.

What we offer

• Opportunities for product training and skill development.
• Collaborative environment with team‑leader support.