Production Agent L1

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues within defined service level agreements while maintaining accurate records and documentation.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries and meet SLA targets.
• Update availability in the RAVE system to ensure process productivity.
• Maintain internal knowledge bases and self‑help documents for faster issue resolution.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Perform scheduled callbacks to gather feedback and verify compliance with contracts.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented procedures and maintain accurate logs.
• Attention to detail for capturing client information and problem details.
• Proactive attitude toward learning product features and updates.
• Capability to identify red flags and escalate issues in a timely manner.

Required skills

• Experience using the RAVE system for availability and tracking.
• Proficiency with designated tracking software for call and email logging.
• Familiarity with internal knowledge bases and self‑help documentation tools.