Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, problem resolution, and maintaining high‑quality customer interactions.

Key responsibilities

• Receive and respond to incoming help requests via telephone and email in a courteous manner.
• Document end‑user details, issue description, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within defined SLA parameters.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, flag red‑flags, and escalate complex cases to the Team Leader.
• Provide product guidance, troubleshoot client issues, and offer alternative solutions to retain business.
• Log all interactions and track performance metrics using designated tracking software.
• Participate in product trainings and continuous learning to stay current on features and updates.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow detailed procedures and meet SLA targets.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to learn product details and internal tools.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.

What we offer

• Opportunities for product training and skill development.
• Collaborative team environment focused on operational excellence.