Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on diagnosing issues, following defined processes, and meeting service level agreements while delivering courteous customer service.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing accurate user information.
• Diagnose and resolve technical problems in accordance with SLA commitments.
• Escalate complex or unresolved issues to the Team Leader promptly.
• Maintain and update internal knowledge bases, FAQs, and self‑help documentation.
• Track all interactions using the RAVE system and designated tracking software.
• Identify recurring trends from call logs and propose preventive measures.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Conduct scheduled callbacks to gather feedback and verify compliance.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow standard procedures and meet defined quality standards.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to learn product details and continuously improve support capabilities.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a call/email tracking software to log interactions.
• Basic troubleshooting techniques for client‑facing applications.