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 service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records.

Key responsibilities

• Field incoming client help requests via phone and email.
• Document user information, problem details, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries within SLA targets.
• Update self‑help resources and knowledge bases to improve future issue handling.
• Escalate complex or overdue cases to the Team Leader.
• Track and analyze call logs to identify recurring trends.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks to gather feedback and verify compliance.

Required profile

• Strong communication skills with a courteous phone and email etiquette.
• Ability to follow documented processes and maintain detailed records.
• Attention to detail and a proactive approach to problem solving.
• Willingness to participate in product training and continuous learning.

Required skills

• Experience with RAVE system or similar call‑center platforms.
• Proficiency in using tracking software for call and email logging.
• Basic knowledge of email handling and ticketing tools.

What we offer

• Opportunity to develop technical support expertise.
• Structured training programs and career progression pathways.
• Collaborative team environment focused on customer satisfaction.