Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, efficient transaction management, and continuous improvement of support processes.

Key responsibilities

• Field all client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system and record all interactions using the designated tracking software.
• Follow standard processes to resolve queries and meet SLA commitments.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, troubleshoot client problems, and offer alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Willingness to learn product details and continuously update knowledge.
• Capability to identify trends and propose improvements.
• Proactive attitude toward escalation and issue resolution.

Required skills

• Experience using the RAVE system for availability management.
• Proficiency with call and email tracking software.
• Basic troubleshooting and diagnostic skills.