Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues quickly, documenting interactions, and ensuring service level agreements (SLAs) are met.

Key responsibilities

• Field incoming client requests courteously through telephone and email.
• Document user information, issue details, and resolution steps in the RAVE system.
• Follow standard processes to diagnose, troubleshoot, and resolve client queries within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, spot trends, and recommend 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‑tracking software and schedule follow‑up callbacks.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail for logging client information and issue resolution.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and case management.
• Experience using call‑tracking or ticketing software.