Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound calls and emails while ensuring service level agreements (SLAs) are met. The role focuses on accurate documentation, timely issue resolution, and escalation when necessary.

Key responsibilities

• Receive and respond to client help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Track and record all queries using the designated tracking software, maintaining up‑to‑date logs.
• Follow standard processes to resolve issues within SLA limits, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases and self‑help documents for faster resolution.
• Identify recurring trends from call logs and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure compliance with contracts.

Required profile

• Strong verbal and written communication skills.
• Ability to follow detailed procedures and maintain accurate records.
• Problem‑solving mindset with attention to detail.
• Customer‑focused attitude and ability to work under pressure.
• Willingness to participate in ongoing product training.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticket or tracking software to log client interactions.
• Ability to navigate and update knowledge‑base resources.