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 quickly, meeting service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field incoming client requests, document user details, and log issues in the RAVE system.
• Follow standard procedures to diagnose and resolve queries, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify trends and prevent recurring problems.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contracts and SLAs.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Attention to detail for accurate documentation and tracking.
• Ability to work independently while collaborating with team leaders on training needs.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with a designated tracking software for call and email logging.

What we offer

• Opportunities for product training and skill development.
• Supportive team environment focused on operational excellence.