Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound requests via phone and email. The role focuses on resolving issues quickly, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Field incoming help requests courteously and record all relevant client information.
• Use the RAVE system to update availability and track each transaction.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Document problem‑solving steps, outcomes, and call logs in the designated tracking software.
• Escalate unresolved or high‑risk issues to the Team Leader in accordance with SLA requirements.
• Maintain and update self‑help documents and knowledge‑base articles.
• Conduct follow‑up callbacks to capture feedback and verify issue resolution.
• Participate in product training sessions to stay current on features and updates.

Required profile

• Strong verbal and written communication skills.
• Attention to detail and ability to follow standard operating procedures.
• Customer‑focused attitude with a professional and courteous demeanor.
• Ability to work under defined service level agreements and handle multiple queries simultaneously.
• Team player who collaborates with leaders to improve processes.

Required skills

• Proficiency with the RAVE system.
• Experience using call‑center or ticket‑tracking software.