Production Agent Level 1

About the role

The Production Agent Level 1 provides technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within service‑level agreements. The role involves managing transactions, documenting client information, and maintaining knowledge bases to deliver efficient and courteous service.

Key responsibilities

• Field incoming client queries through telephone and email, record all relevant details and update availability in the RAVE system.
• Diagnose and troubleshoot client issues, following standard procedures to achieve successful resolutions.
• Document problem‑solving steps, call logs and trends to improve future support.
• Escalate complex or time‑critical cases to the Team Leader in accordance with SLA requirements.
• Maintain and update self‑help documents and FAQs for customers.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current on features and updates.

Required profile

• Strong verbal and written communication skills.
• Ability to work independently while adhering to process quality standards.
• Attention to detail and accurate record‑keeping.
• Customer‑focused attitude with a commitment to service excellence.

Required skills

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

What we offer

• Opportunity to develop expertise in client support and product knowledge.
• Continuous training and career development pathways.