Production Agent Level 1

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling phone and email requests while ensuring service level agreements are met. The role focuses on accurate documentation, timely escalation, and continuous improvement of support processes.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous manner.
• Document end‑user details, issue nature, and resolution steps in the RAVE system.
• Maintain availability status in RAVE to optimise process productivity.
• Follow standard procedures to resolve client queries within SLA targets.
• Access and update internal knowledge bases and FAQ resources to aid problem resolution.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Record all interactions and outcomes in the designated tracking software.
• Participate in product trainings and self‑learning to stay current with features and updates.

Required profile

• Excellent verbal and written communication skills with a customer‑focused attitude.
• Strong attention to detail and ability to follow documented processes.
• Proactive problem‑solving mindset and willingness to escalate when needed.
• Ability to manage multiple queries while maintaining quality standards.
• Commitment to continuous learning and skill development.

Required skills

• Experience using ticketing or tracking systems (e.g., RAVE).
• Proficiency with internal knowledge‑base tools.
• Basic troubleshooting of software or product features.