Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, problem resolution and continuous improvement of support processes.

Key responsibilities

• Receive and log all incoming client help requests via telephone or email in a courteous manner.
• Document end‑user details, issue description and troubleshooting steps in the RAVE system.
• Follow standard procedures to diagnose, resolve or appropriately escalate client problems to meet SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to accelerate issue resolution.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide clear product information and disclosures before and after each interaction.
• Conduct scheduled callbacks to gather feedback and verify compliance with contractual obligations.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong verbal communication skills with the ability to explain technical concepts clearly.
• Attention to detail and ability to follow documented processes accurately.
• Proactive attitude toward identifying issues and suggesting improvements.
• Willingness to engage in continuous learning and product training.

Required skills

• Experience using the RAVE system or similar ticketing platforms.