Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support for client‑facing processes. Working in a call‑center environment, the agent handles incoming telephone and email requests, documents issues and ensures resolutions meet the defined service‑level agreements.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Identify the client, capture relevant details and classify the nature of the problem.
• Follow standard procedures to diagnose, troubleshoot and resolve issues, updating the RAVE system and other tracking tools.
• Escalate complex or overdue cases to the Team Leader according to SLA thresholds.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Analyze call logs to detect recurring trends and suggest preventive actions.
• Perform scheduled callbacks to verify resolution and gather feedback.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure while adhering to quality and productivity standards.
• Willingness to continuously learn product features and process updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticket‑tracking or call‑logging software.