Production Agent L1

About the role

The Production Agent L1 provides effective technical support to clients, handling inbound telephone and email requests. The role focuses on resolving issues promptly, meeting defined service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field all incoming help requests from clients via phone and email in a courteous manner.
• Document end‑user information, issue details, and maintain accurate records in the RAVE system.
• Update personal availability in RAVE to ensure process productivity.
• Record, track, and document all queries, problem‑solving steps, and outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Access and maintain internal knowledge bases and FAQs to aid problem resolution.
• Identify recurring trends from call logs and update self‑help documents.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product disclosures before and after interactions to avoid legal challenges.
• Diagnose and troubleshoot client issues, guiding users through step‑by‑step solutions.
• Process and record all calls and emails using the designated tracking software.
• Offer alternative solutions where appropriate to retain client business.
• Schedule callbacks, gather feedback, and ensure compliance with contracts and SLAs.
• Participate in product trainings and collaborate with team leaders on learning needs.

Required profile

• Ability to follow standard procedures and document information accurately.
• Strong communication skills for clear, courteous client interactions.
• Attention to detail and ability to identify trends and red‑flag issues.
• Willingness to learn product details and continuously update knowledge.
• Proactive attitude toward meeting SLA targets and escalating when needed.

Required skills

• Experience using the RAVE system for availability and case management.
• Proficiency with designated tracking software for logging calls and emails.
• Familiarity with internal knowledge‑base tools and FAQ maintenance.