Production Agent L1

About the role

We are looking for a Production Agent L1 to provide effective technical support to clients, handling incoming help requests via phone and email while ensuring compliance with service level agreements.

Key responsibilities

• Receive and log all client inquiries through telephone and email, documenting user details and issue nature.
• Diagnose and resolve technical problems, guiding users step‑by‑step through product features and menus.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to improve resolution speed.
• Track all interactions in the RAVE system and designated tracking software, ensuring accurate records and SLA compliance.
• Escalate complex or unresolved issues to the Team Leader and follow up with scheduled callbacks.
• Identify recurring trends from call logs and propose preventive actions.
• Provide product information and disclosures before and after each interaction.

Required profile

• Strong communication skills with a courteous and professional phone and email demeanor.
• Attention to detail and ability to follow documented processes and procedures.
• Capacity to work under defined SLA targets and handle multiple queries efficiently.
• Willingness to continuously learn product details and participate in training sessions.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using ticketing or tracking software to record and manage client interactions.
• Ability to navigate and update knowledge bases and self‑help documentation.