Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via telephone and email. The role focuses on resolving issues promptly, adhering to service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field incoming client requests courteously through phone and email.
• Document end‑user details, problem description, and resolution steps.
• Update personal availability in the RAVE system to ensure process productivity.
• Follow standard procedures to resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Record all interactions in the designated tracking software and schedule follow‑up callbacks.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Willingness to participate in product trainings and continuous learning.
• Capability to work collaboratively with team leaders and peers.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software for call and email logging.