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 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 accurate records of interactions, resolutions, and follow‑up actions in the RAVE system.
• Update and create self‑help documentation and FAQs to improve future response efficiency.
• Monitor call logs to identify recurring trends and suggest preventive measures.
• Conduct scheduled callbacks to gather feedback and verify issue resolution.

Required profile

• Strong communication skills with a courteous and professional phone manner.
• Ability to follow documented processes and adhere to SLA commitments.
• Attention to detail for accurate data entry and record keeping.
• Proactive attitude toward learning product details and internal knowledge bases.

Required skills

• Experience using the RAVE system for availability tracking and ticket management.
• Proficiency with generic tracking software for logging calls and emails.