Production Agent Level 1

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling inbound calls and emails, and ensuring issues are resolved within agreed service levels.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Identify the client, capture contact details and nature of the problem in the RAVE system.
• Follow standard procedures to diagnose, troubleshoot and resolve technical issues, updating internal knowledge bases as needed.
• Escalate complex or time‑critical cases to the Team Leader while maintaining SLA compliance.
• Document all actions taken, outcomes and any follow‑up required in the tracking software.
• Provide product information and guidance, ensuring legal and contractual disclosures are communicated.
• Conduct follow‑up calls to gather feedback and confirm issue closure.
• Contribute to self‑help documentation and share trend analysis to prevent recurring problems.
• Participate in product trainings and continuous learning to stay current with features and updates.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure while maintaining accuracy.
• Attention to detail for proper documentation and compliance.
• Willingness to learn product details and internal processes.

Required skills

• Proficiency with the RAVE system for availability and logging.
• Experience using a designated tracking software for call and email management.
• Familiarity with internal knowledge bases and FAQ resources.