Production Agent L1

About the role

The Production Agent L1 provides effective technical support to clients by handling inbound help requests via phone and email. The role focuses on diagnosing issues, guiding users through solutions, and ensuring all interactions meet the defined service level agreements.

Key responsibilities

• Receive and log all client inquiries in the RAVE system and designated tracking software.
• Diagnose and resolve technical problems, offering step‑by‑step guidance.
• Escalate complex or time‑critical issues to the Team Leader according to SLA thresholds.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Document call details, troubleshooting steps, and resolution outcomes.
• Identify recurring trends from call logs and suggest preventive measures.
• Provide product information and disclosures before and after each interaction.
• Conduct scheduled callbacks to gather feedback and verify compliance.
• Participate in product training to stay current on features and updates.

Required profile

• Strong verbal and written communication skills.
• Customer‑service orientation with a courteous and professional demeanor.
• Ability to follow standard processes and documentation procedures.
• Analytical mindset to identify patterns and root causes.
• Attention to detail and accuracy in record‑keeping.
• Capability to work both independently and as part of a team.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑handling and tracking software.
• Familiarity with knowledge‑base management tools.