Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound calls and emails, documenting issues, and ensuring resolutions meet defined service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records and escalating complex cases as needed.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Document end‑user details, problem description, 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, analyze call logs, and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Strong customer‑service orientation with a professional phone etiquette.
• Ability to follow procedures, document accurately, and meet performance metrics.
• Willingness to learn product details and participate in ongoing training.

Required skills

• Proficiency with the RAVE system or similar ticketing/tracking tools.