Production Agent L1

About the role

The Production Agent L1 provides technical support for client processes, handling incoming help requests via phone or email. The role focuses on resolving issues promptly, meeting service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field incoming client requests, document user information, and log problem details.
• Use the RAVE system and designated tracking software to record and monitor all calls and emails.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or time‑critical cases to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct follow‑up calls to capture feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to work independently while adhering to process quality standards.
• Attention to detail for accurate documentation and tracking.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking or ticketing software.
• Basic knowledge of product support and troubleshooting techniques.