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 ensures issues are resolved promptly or escalated according to service level agreements, while maintaining high quality standards.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Update personal availability in RAVE to optimize process productivity.
• Track, record, and follow standard procedures to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, spot trends, and recommend preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information, guide users through menus, and offer alternative solutions to retain customers.
• Conduct scheduled callbacks to gather feedback and ensure contract compliance.
• Participate in product trainings and continuous learning activities.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Proactive attitude toward learning product features and troubleshooting techniques.

Required skills

• Experience using the RAVE system or similar call‑center tracking tools.
• Proficiency with call‑center software and email handling platforms.
• Knowledge‑base management and documentation skills.

What we offer

• Opportunities for continuous training and skill development.
• Dynamic work environment focused on operational excellence.