Production Agent Level 1

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling inbound calls and emails, diagnosing issues, and ensuring resolutions within agreed service‑level agreements. The role focuses on delivering courteous, accurate assistance while maintaining detailed records of all interactions.

Key responsibilities

• Receive and log client help requests via telephone or email using the designated tracking software.
• Identify, diagnose, and resolve technical problems or escalate them according to SLA guidelines.
• Document end‑user information, issue details, and resolution steps in the RAVE system.
• Maintain and update internal knowledge bases and self‑help documents to improve future query handling.
• Monitor call and email logs to detect recurring trends and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct follow‑up calls to capture feedback and verify compliance with contracts.

Required profile

• Strong verbal and written communication skills in English.
• Ability to follow standard processes and maintain accurate records.
• Customer‑focused attitude with a commitment to meet SLA targets.
• Willingness to participate in product training and continuous learning.

Required skills

• Proficiency with the RAVE system for availability and activity tracking.
• Experience using a call‑center tracking software to log interactions.
• Basic familiarity with internal knowledge‑base tools.