Production Agent Level 1 – Customer Support

About the role

We are looking for a Production Agent Level 1 to provide effective technical support to clients through phone and email. The role focuses on handling incoming help requests, diagnosing issues, and ensuring resolutions within the defined service level agreements.

Key responsibilities

• Receive and log all client inquiries 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 troubleshoot and resolve client issues, escalating when necessary to meet SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Analyze call logs to identify recurring trends and propose preventive actions.
• Provide product guidance, navigate clients through menus, and ensure all required disclosures are communicated.
• Perform scheduled callbacks, gather feedback, and verify compliance with contracts.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills with a courteous and professional phone manner.
• Attention to detail for accurate documentation and tracking of queries.
• Ability to follow procedures and escalate issues appropriately.
• Commitment to meeting SLA targets and delivering high‑quality customer service.

Required skills

• Proficiency with the RAVE tracking system.
• Experience using call‑center or ticketing software.