Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, timely escalation, and delivering a courteous customer experience.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing detailed user information.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and record all interactions in the RAVE system and designated tracking software.
• Identify recurring problems, analyze call logs, and suggest process improvements.
• Escalate complex or unresolved issues to the Team Leader according to SLA thresholds.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure while meeting quality and productivity standards.
• Attention to detail for accurate documentation and data entry.
• Willingness to continuously learn product features and updates.

Required skills

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

What we offer

• Opportunities for product training and skill development.
• Collaborative environment with regular feedback loops.