Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on diagnosing issues, guiding users through solutions, and ensuring all interactions meet defined service level agreements.

Key responsibilities

• Field incoming client queries through telephone and email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Resolve client issues according to SLA requirements or escalate when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and log all interactions using the designated tracking software.
• Identify recurring trends from call logs and propose preventive actions.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Follow up with scheduled callbacks to capture feedback and verify compliance.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow standard processes and document actions accurately.
• Attention to detail for logging and tracking client interactions.
• Willingness to participate in product training and continuous learning.

Required skills

• Proficiency with the RAVE system for availability and activity tracking.
• Experience using call‑center tracking software to record calls and emails.
• Familiarity with internal knowledge‑base tools and FAQ management.