Production Agent L1

About the role

The Production Agent L1 provides first‑line 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.

Key responsibilities

• Receive and log all incoming client requests via telephone and email.
• Diagnose issues, follow standard procedures, and resolve queries within SLA targets.
• Maintain detailed records of client interactions, troubleshooting steps, and outcomes in the RAVE system and other tracking tools.
• Update self‑help documentation and knowledge‑base articles to improve future resolutions.
• Identify recurring problems, flag red‑alert cases, and escalate complex issues to the Team Leader.
• Provide product guidance, walk clients through menus, and suggest alternative solutions to retain business.
• Conduct follow‑up calls to gather feedback and verify compliance with contractual obligations.
• Participate in product training sessions to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and accurately capture client information.
• Attention to detail and a proactive approach to identifying trends and preventing future issues.
• Willingness to learn product details and continuously improve technical knowledge.

Required skills

• Experience using the RAVE system or similar ticketing platforms.
• Proficiency with tracking software for call and email logging.
• Familiarity with internal knowledge‑base tools and self‑service documentation.