Production Agent L1

About the role

We are looking for a Production Agent Level 1 to provide technical support for our client‑facing processes. The role involves handling inbound help requests via phone or email, documenting issues, and ensuring resolutions meet the defined service‑level agreements.

Key responsibilities

• Receive and log all client inquiries through telephone and email in a courteous 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.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Analyze call logs to identify recurring trends and propose preventive actions.
• Provide product guidance, navigate clients through menus, and ensure compliance with service agreements.
• Schedule callbacks, gather feedback and verify SLA compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to follow documented processes and maintain accurate records.
• Willingness to learn product details and continuously improve service quality.
• Comfortable working in a fast‑paced call‑center environment.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using call‑tracking or ticketing software.
• Ability to navigate and update internal knowledge‑base tools.