Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly or escalated according to service level agreements, while maintaining high quality and compliance standards.

Key responsibilities

• Field all client help requests courteously via telephone and email.
• Document user information, problem details, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries to meet SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Participate in product trainings and continuous learning initiatives.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow standard processes and documentation procedures.
• Attention to detail for accurate logging and tracking of client interactions.
• Proactive attitude toward learning product features and updates.

Required skills

• Experience using the RAVE system or similar ticketing platforms.

What we offer

• Opportunities for continuous training and skill development.
• Collaborative environment with a focus on operational excellence.