Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via telephone and email. The role focuses on diagnosing issues, following defined processes, and meeting service level agreements while maintaining accurate records.

Key responsibilities

• Receive and log all client queries in the RAVE system and designated tracking software.
• Diagnose and resolve technical problems, guiding users through step‑by‑step solutions.
• Document end‑user information, problem details, and resolution steps.
• Escalate complex or overdue issues to the Team Leader in accordance with SLA requirements.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Provide product information and disclosures before and after interactions.
• Follow up with scheduled callbacks to capture feedback and ensure compliance.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow standard processes and meet defined SLAs.
• Attention to detail for accurate documentation and record‑keeping.
• Proactive attitude toward learning product details and troubleshooting techniques.
• Capability to identify red flags and escalate issues promptly.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using tracking software to record calls and emails.