Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues quickly while meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Receive and log all client inquiries in the RAVE system and designated tracking software.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Document end‑user information, problem details, and resolution steps for each interaction.
• Escalate complex or unresolved issues to the Team Leader according to SLA guidelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Conduct follow‑up calls to capture feedback and ensure compliance with contracts.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to work under pressure while meeting defined quality and productivity standards.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to learn product details and continuously improve technical knowledge.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge‑base tools and self‑service documentation.
• Basic familiarity with call‑center software for logging and tracking interactions.

What we offer

• Opportunities for continuous training and professional development.
• A collaborative environment focused on operational excellence.