PRODUCTION AGENT L1

About the role

The Production Agent L1 provides technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, problem resolution, and escalation when necessary, contributing to overall process efficiency.

Key responsibilities

• Receive and manage incoming client requests via telephone and email in a courteous manner.
• Document end‑user details, issue description, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Track all interactions using designated call‑center software and ensure accurate records.

Required profile

• Strong communication skills with a professional phone etiquette.
• Ability to follow documented processes and meet performance targets.
• Attention to detail for accurate data entry and issue tracking.
• Customer‑focused mindset with problem‑solving orientation.

Required skills

• Proficiency with the RAVE system or similar call‑center platforms.
• Experience using ticketing or tracking software for email and call management.
• Basic knowledge of product support and troubleshooting procedures.