Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails, ensuring issues are resolved within SLA and maintaining high service quality.

Key responsibilities

• Field all incoming help requests from clients via telephone and/or email in a courteous manner.
• Document end‑user information, including name, department, contact details and nature of the problem.
• Update personal availability in the RAVE system and manage transaction quality standards.
• Record, track and document all queries, problem‑solving steps and resolution outcomes.
• Follow standard processes to resolve client queries within contractual SLA limits.
• Maintain and update internal knowledge bases and self‑help documents to accelerate issue resolution.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Guide users through product menus, offer alternative solutions and schedule callbacks for feedback.
• Participate in product trainings and collaborate with team leaders on learning needs.

Required profile

• Excellent verbal and written communication skills.
• Detail‑oriented with strong documentation habits.
• Ability to follow defined processes and meet SLA targets.
• Willingness to learn product details and continuously improve technical knowledge.

Required skills

• Experience using the RAVE system or similar ticketing/availability tools.

What we offer

• Structured training program and ongoing product education.
• Opportunity to develop expertise in customer service and technical support.
• Supportive team environment with clear escalation paths.