Production Agent Level 1 – Customer 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 is essential for maintaining high customer satisfaction and operational efficiency.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate complex or unresolved issues to the Team Leader promptly.
• Perform scheduled callbacks to gather feedback and ensure compliance.
• Participate in product training to stay current with features and updates.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail and ability to identify red‑flag situations.
• Willingness to continuously learn product details and support tools.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using ticketing or call‑tracking software.

What we offer

• Opportunity to develop expertise in technical support and client interaction.
• Structured training programs and career progression pathways.