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 promptly while adhering to service level agreements and maintaining high-quality documentation.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, 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 from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Track and record all interactions using designated tracking software.
• Conduct follow‑up calls to capture feedback and ensure compliance.

Required profile

• Excellent communication skills and a courteous demeanor.
• Strong attention to detail for accurate documentation.
• Ability to follow established procedures and meet SLA commitments.
• Proactive attitude toward learning product features and updates.
• Team player who collaborates with leaders to improve service quality.

Required skills