Production Agent L1

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, documenting interactions, and ensuring service level agreements (SLAs) are met.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Maintain personal availability status in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries and meet SLA targets.
• Access and update internal knowledge bases and FAQs to aid problem resolution.
• Analyze call logs to identify recurring trends and update self‑help documents.
• 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 using the designated tracking software and schedule follow‑up callbacks.
• Participate in product training to stay current with features and changes.

Required profile

• Ability to handle high‑volume inbound calls and emails.
• Strong attention to detail for accurate documentation.
• Willingness to follow established processes and escalation paths.
• Commitment to continuous learning through product trainings.

Required skills

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