Production Agent L1

About the role

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

Key responsibilities

• Field all client help requests courteously through phone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system and log all interactions in the designated tracking software.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after each interaction.
• Conduct follow‑up callbacks to gather feedback and ensure compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills and a courteous phone manner.
• Attention to detail for accurate documentation.
• Ability to follow established procedures and meet SLA targets.
• Proactive attitude in identifying trends and escalating issues.
• Team‑oriented mindset with willingness to share knowledge.

Required skills

• Experience using the RAVE system for availability management.
• Familiarity with call center or ticket‑tracking software.