Production Agent Level 1 – Customer Support

About the role

We are looking for a Production Agent Level 1 to provide first‑line technical support for our clients. The role involves handling inbound calls and emails, diagnosing issues, and ensuring resolutions meet the agreed service‑level agreements.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Document user information, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to troubleshoot and resolve queries within SLA targets.
• Escalate complex or overdue issues to the Team Leader promptly.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Perform scheduled callbacks to gather feedback and verify compliance.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and capacity to identify red‑flag situations.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Experience using the RAVE system or similar ticketing platforms.
• Proficiency with call‑center tracking software.
• Basic knowledge of product support and troubleshooting techniques.