Production Agent Level 1 – 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, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Receive and log client inquiries through telephone and email, capturing detailed user information.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Maintain accurate records of all interactions in the RAVE system and designated tracking software.
• Escalate complex or unresolved issues to the Team Leader in accordance with SLA timelines.
• Update and maintain self‑help documentation and knowledge‑base articles.
• Analyze call logs to identify recurring trends and suggest preventive measures.
• Conduct scheduled follow‑ups and callbacks to gather feedback and verify issue resolution.

Required profile

• Strong communication skills with a courteous, professional phone demeanor.
• Ability to work under pressure while meeting defined quality and productivity standards.
• Attention to detail for accurate documentation and data entry.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using tracking or CRM software for logging interactions.
• Basic understanding of troubleshooting methodologies for software products.