Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Manage client transactions and support requests while adhering to quality standards.
• Field incoming calls and emails, document user information, and log problem details.
• Follow standard procedures to diagnose and resolve client queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive measures.
• Escalate complex or unresolved issues to the Team Leader in a timely manner.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using a designated tracking software for call and email logging.
• Basic knowledge of product support tools and knowledge‑base management.