Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. This role focuses on accurate documentation, timely escalation, and continuous improvement of support processes.

Key responsibilities

• Receive and log incoming client requests via telephone and email.
• Diagnose issues, guide users through step‑by‑step solutions, and resolve queries within SLA targets.
• Document all interactions, including client details, problem description, and resolution steps.
• Maintain and update self‑help resources and knowledge‑base articles.
• Identify recurring issues, analyze call trends, and recommend preventive actions.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Ensure compliance with service agreements and provide required product disclosures.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone manner.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and a proactive approach to problem solving.
• Willingness to learn product details and continuously improve support quality.

Required skills

• Experience using the RAVE system for availability tracking and productivity monitoring.