Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests by phone or email and ensuring issues are resolved within agreed service levels. The role combines transaction management, documentation, and proactive problem solving to maintain high‑quality service delivery.

Key responsibilities

• Receive and log client inquiries via telephone and email, capturing all relevant user information.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Maintain and update personal availability in the RAVE system to optimise process productivity.
• Record all interactions, actions taken, and outcomes in the designated tracking software.
• Escalate complex or time‑critical cases to the Team Leader in accordance with SLA requirements.
• Maintain internal knowledge bases, FAQs and self‑help documents to improve resolution speed.
• Identify recurring trends from call logs and suggest preventive measures.
• Conduct follow‑up callbacks to gather feedback and verify issue closure.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong customer‑service orientation with a courteous and professional communication style.
• Ability to follow documented processes and meet defined service level agreements.
• Attention to detail in recording information and tracking issues.
• Proactive attitude toward learning product details and improving support procedures.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using call‑tracking or ticketing software.
• Ability to navigate and update knowledge‑base tools.