Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly, meeting service level agreements, and maintaining high-quality documentation.

Key responsibilities

• Field incoming client queries, record user details, and log issues in the RAVE system.
• Diagnose problems, guide users through step‑by‑step solutions, and document resolution steps.
• Escalate unresolved or critical issues to the Team Leader according to SLA requirements.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current with feature updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow standard processes and document actions accurately.
• Attention to detail for tracking queries and maintaining logs.
• Willingness to learn product details and continuously improve support quality.

Required skills

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