Production Agent Level 1

About the role

The Production Agent Level 1 provides technical support to clients, handling incoming help requests via telephone or email and ensuring issues are resolved within defined service level agreements.

Key responsibilities

• Field all incoming client help requests courteously through phone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Manage transactions and maintain quality standards while adhering to SLA targets.
• Track, record, and follow up on all queries using the designated tracking software.
• Access and update internal knowledge bases and self‑help documents to improve resolution speed.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate serious or unresolved client issues to the Team Leader promptly.
• Participate in product trainings and maintain up‑to‑date product knowledge.

Required profile

• Strong customer‑service orientation with a professional and courteous communication style.
• Ability to follow standard processes and documentation procedures accurately.
• Proactive attitude in identifying red flags and suggesting improvements.
• Willingness to continuously learn product features and updates.
• Capability to work independently while collaborating with team leaders for training and issue resolution.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with the designated tracking software for logging calls and emails.