Production Agent L1

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via telephone or email. The role focuses on diagnosing issues, guiding users through solutions, and ensuring all queries are resolved within the defined service level agreements.

Key responsibilities

• Field all incoming client requests courteously and document end‑user details.
• Use the RAVE system and designated tracking software to record, track, and resolve queries.
• Follow standard processes to meet SLA targets and escalate complex issues to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify trends and propose preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail and capability to identify red‑flag issues.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking or ticketing software.
• Familiarity with internal knowledge‑base tools.