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About the role
About the roleThe Production Agent L1 provides firstline technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues efficiently while adhering to service level agreements (SLAs) and maintaining accurate records.Key responsibilitiesField all client help requests courteously through telephone and email.Document enduser information, problem details, and resolution steps in the RAVE system.Follow standard processes to resolve queries within defined SLAs.Access and update internal knowledge bases and selfhelp documents.Identify recurring issues, analyze call logs, and suggest preventive actions.Escalate critical or unresolved issues to the Team Leader.Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.Maintain logs of all interactions and ensure compliance with contractual obligations.Participate in product trainings and continuous learning to stay current on features.Required profileStrong customerservice orientation with the ability to communicate clearly.Attention to detail and ability to follow documented procedures.Willingness to learn product details and continuously improve knowledge.Required skillsExperience using the RAVE system or similar ticketing/tracking tools.What we offerOpportunities for skill development through regular product trainings.Dynamic team environment focused on operational excellence. About the roleThe Production Agent L1 provides firstline technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues efficiently while adhering to service level agreements (SLAs) and maintaining accurate records.Key responsibilitiesField all client help requests courteously through telephone and email.Document enduser information, problem details, and resolution steps in the RAVE system.Follow standard processes to resolve queries within defined SLAs.Access and update internal knowledge bases and selfhelp documents.Identify recurring issues, analyze call logs, and suggest preventive actions.Escalate critical or unresolved issues to the Team Leader.Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.Maintain logs of all interactions and ensure compliance with contractual obligations.Participate in product trainings and continuous learning to stay current on features.Required profileStrong customerservice orientation with the ability to communicate clearly.Attention to detail and ability to follow documented procedures.Willingness to learn product details and continuously improve knowledge.Required skillsExperience using the RAVE system or similar ticketing/tracking tools.What we offerOpportunities for skill development through regular product trainings.Dynamic team environment focused on operational excellence.
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