Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field incoming client requests, document user information, and classify the nature of each issue.
• Use the RAVE system to update availability and track productivity.
• Follow standard processes to resolve queries within SLA limits, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to diagnose problems quickly and follow documented procedures.
• Willingness to participate in ongoing product training.
• Attention to detail for accurate logging and documentation.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software.
• Familiarity with knowledge‑base management and FAQ maintenance.