Production Agent Level 1

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues quickly, adhering to service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Update personal availability in RAVE to ensure process productivity.
• Follow standard procedures to resolve queries within SLA limits.
• Access and maintain internal knowledge bases and FAQs for efficient problem solving.
• Identify recurring issues from call logs and contribute to self‑help documentation.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Offer alternative solutions to retain customers and schedule follow‑up callbacks.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Proactive attitude toward learning product details and updates.
• Capability to identify red‑flag situations and act accordingly.

Required skills

• Proficiency with the RAVE system for availability and transaction management.
• Experience using tracking software to record calls and emails.
• Familiarity with internal knowledge‑base tools and self‑help documentation.

What we offer

• Continuous product training and development opportunities.
• Collaborative environment with team‑leader support.
• Potential for career growth within the client support function.