Production Agent L1

About the role

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

Key responsibilities

• Field all incoming client requests courteously through telephone and email.
• Record, track, and document each query, the steps taken, and the final resolution.
• Follow standard processes and procedures to resolve client issues within defined SLAs.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, walk clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong verbal and written communication skills.
• Customer‑focused attitude with a professional and courteous demeanor.
• Ability to follow detailed procedures and maintain accurate records.
• Proactive problem‑solving mindset and willingness to learn product details.
• Capacity to work under pressure while meeting productivity targets.

Required skills

• Experience using ticketing or tracking tools (e.g., RAVE system).
• Familiarity with knowledge‑base management and documentation.
• Basic troubleshooting of software applications and product features.