Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support for client‑facing processes, handling incoming help requests via phone and email. The role focuses on diagnosing issues, documenting interactions, and ensuring resolutions meet the defined service level agreements.

Key responsibilities

• Receive and log all client inquiries through telephone and email in a courteous and professional manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to troubleshoot and resolve issues, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents to improve future resolutions.
• Monitor call logs to identify recurring trends and propose preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and verify compliance with contracts and SLAs.
• Participate in product trainings and continuous learning to stay current with features and updates.

Required profile

• Strong communication skills with a courteous phone and email etiquette.
• Attention to detail in recording client information and resolution steps.
• Ability to follow documented processes and meet SLA targets.
• Willingness to learn product details and participate in ongoing training.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using a designated tracking software to log calls and emails.