Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly while meeting the service level agreements defined in the contract.

Key responsibilities

• Receive and log all client inquiries, documenting user details, department, contact information and nature of the problem.
• Diagnose and troubleshoot technical issues, guiding users through step‑by‑step solutions and product navigation.
• Follow standard processes and procedures to resolve queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to improve resolution speed.
• Record all actions taken, outcomes and escalation steps in the RAVE system and designated tracking software.
• Identify recurring trends from call logs and propose preventive measures.
• Escalate serious or unresolved issues to the Team Leader in a timely manner.
• Provide product information and disclosures before and after each interaction to avoid legal challenges.
• Conduct follow‑up calls to capture feedback and ensure compliance with contract terms.
• Participate in product trainings and self‑learning activities to stay current with feature updates.

Required profile

• Strong communication skills and a courteous phone and email etiquette.
• Ability to follow documented processes and meet SLA requirements.
• Customer‑service orientation with a focus on accurate problem resolution.
• Willingness to attend regular product training sessions.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a designated tracking software to log calls and emails.
• Familiarity with internal knowledge‑base tools and FAQ management.