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 ensures issues are resolved promptly, meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Field and document all client help requests, capturing user details and problem description.
• Use the RAVE system to update availability and track transactions.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries.
• Escalate complex or time‑critical issues to the Team Leader.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Perform scheduled callbacks to gather feedback and ensure SLA compliance.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail for logging queries and resolutions.
• Willingness to participate in product training and continuous learning.

Required skills

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