Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet defined service level agreements. The role focuses on accurate documentation, knowledge‑base utilization, and timely escalation when needed.

Key responsibilities

• Field all client help requests via telephone and email in a courteous manner.
• Document end‑user information, issue details, and resolution steps in the RAVE system.
• Track, record, and update all queries using the designated tracking software.
• Follow standard processes to resolve client issues within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate critical or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and suggest alternative solutions to retain business.

Required profile

• Strong communication skills with a professional phone and email etiquette.
• Ability to work under pressure while maintaining accuracy.
• Detail‑oriented with good organizational habits.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using knowledge‑base tools and documentation platforms.
• Basic troubleshooting of software products and navigation of product menus.

What we offer

• Opportunities for continuous product training and skill development.
• Collaborative environment with regular feedback and coaching.