Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound calls and emails while ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, timely escalation, and continuous improvement of support processes.

Key responsibilities

• Receive and manage all client help requests via phone or email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries, meeting SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate complex or overdue cases to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Strong customer‑service orientation with attention to detail.
• Ability to follow documented processes and handle multiple queries efficiently.
• Good communication skills, both written and verbal.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge‑base tools and documentation systems.

What we offer

• Opportunities for skill development through product‑specific training.
• Collaborative environment with regular feedback loops.