Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly in line with service level agreements, contributing to smooth operation of the support process.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing detailed user information.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Document problem‑solving steps, outcomes and update the RAVE system to reflect current availability and productivity.
• Maintain internal knowledge bases, FAQs and self‑help documents to accelerate resolution times.
• Identify recurring issues from call logs, flag trends and propose preventive actions.
• Escalate complex or time‑critical cases to the Team Leader according to SLA requirements.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong communication skills with a courteous and professional phone manner.
• Ability to follow standard procedures and maintain accurate records.
• Attention to detail and capacity to identify red‑flag situations.
• Willingness to continuously learn product details and support processes.

Required skills

• Proficiency with the RAVE tracking system.