Production Agent Level 1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet defined service level agreements. The role focuses on delivering courteous, efficient service while maintaining accurate records of all interactions.

Key responsibilities

• Field incoming help requests via telephone and email, documenting client details and issue nature.
• Use the RAVE system and designated tracking software to log, track, and update all queries.
• Follow standard processes to resolve client issues within SLA targets, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented procedures and meet performance metrics.
• Attention to detail for accurate record‑keeping and issue documentation.

Required skills

• Proficiency with the RAVE system or similar call‑center platforms.
• Experience using ticketing/tracking software for query management.
• Basic product knowledge acquisition and documentation skills.