Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues efficiently while meeting service level agreements (SLAs) and maintaining high customer satisfaction.

Key responsibilities

• Field all incoming client requests courteously and document user details and issue nature.
• Update personal availability in the RAVE system and record each interaction in the tracking software.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries within SLA limits.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs, flag red‑flag cases, and escalate to the Team Leader when necessary.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and proactive problem‑solving attitude.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system for availability and tracking.

What we offer

• Opportunities for product‑specific training and skill development.
• Dynamic work environment focused on operational excellence.