Production Agent Level 1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly or escalated according to service level agreements, while maintaining accurate records of all interactions.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps.
• Update personal availability in the RAVE system to support process productivity.
• Record, track, and log all queries using the designated tracking software.
• Follow standard procedures to resolve issues within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and guide users through step‑by‑step solutions.
• Conduct follow‑up callbacks to capture feedback and ensure compliance.

Required profile

• Professional and courteous communication style.
• Ability to follow documented processes and procedures.
• Strong attention to detail when recording client information.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system.
• Experience using a tracking software for call and email logging.

What we offer

• Opportunities for skill development through product‑specific trainings.
• Collaborative environment with team‑leader support.