Production Agent (Level 1) – Client Support

About the role

The Production Agent (Level 1) provides front‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps in the tracking system.
• Maintain personal availability in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within defined SLAs.
• Access and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• 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 accurately using the designated tracking software.
• Conduct follow‑up callbacks to capture feedback and verify compliance.
• Participate in product trainings to stay current with features and updates.

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.
• Willingness to continuously learn product details and internal tools.

Required skills

• Proficiency in using the RAVE system or similar availability tracking tools.
• Experience with call‑center tracking software for logging calls and emails.