Production Agent Level 1

About the role

The Production Agent Level 1 provides front‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on diagnosing issues, following standard procedures, and meeting service level agreements (SLAs) while maintaining accurate records.

Key responsibilities

• Field all incoming client requests, document user details, and log the nature of each issue.
• Resolve client queries in accordance with contractual SLAs, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents to improve resolution speed.
• Track, record, and analyze call logs to identify recurring trends and prevent future problems.
• Ensure compliance with service agreements and legal requirements during all client interactions.
• Provide step‑by‑step guidance on product navigation, troubleshooting, and alternative solutions to retain customers.
• Schedule follow‑up callbacks, capture feedback, and verify contract compliance.
• Participate in product training sessions and collaborate with team leaders to identify learning needs.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and meet defined SLA targets.
• Attention to detail for accurate data entry and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using call‑tracking and ticketing software.

What we offer

• Opportunities for ongoing product training and skill development.
• Collaborative environment with team‑leader support.