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, meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Receive and log all client inquiries, documenting user details and problem description.
• Diagnose and troubleshoot technical issues, guiding users through step‑by‑step solutions.
• Escalate complex or unresolved cases to the Team Leader according to SLA guidelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and report call/email metrics using the RAVE system and designated tracking software.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional attitude.
• Ability to work independently while adhering to defined processes.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using ticketing or call‑tracking software.

What we offer

• Ongoing product training and development opportunities.
• Collaborative environment with team‑leader support.
• Potential for career progression within the support department.