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 resolving issues promptly, meeting defined service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field all incoming client requests courteously through phone and email.
• Document client information, issue details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or unresolved problems to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Record all interactions accurately using designated tracking software.
• Conduct scheduled callbacks to gather feedback and verify compliance.

Required profile

• Strong verbal and written communication skills.
• Ability to diagnose and troubleshoot client issues efficiently.
• Attention to detail and adherence to documented procedures.
• Customer‑focused attitude with a commitment to service excellence.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for case management.
• Experience using tracking software to log and monitor client interactions.