Production Agent Level 1 – Technical Support

About the role

We are looking for a Production Agent Level 1 to provide effective technical support to our clients. The role involves handling incoming help requests via phone and email, diagnosing issues, and ensuring resolutions meet the defined service‑level agreements.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details and resolution steps in the RAVE system.
• Maintain personal availability status to optimise process productivity.
• Follow standard procedures to resolve queries within SLA targets.
• Access and update internal knowledge bases and self‑help documents.
• Analyse call logs to identify recurring trends and suggest preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to capture feedback and verify compliance.
• Participate in product trainings to stay current with feature updates.

Required profile

• Strong communication skills and a courteous, professional demeanor.
• Attention to detail when recording client information and actions taken.
• Ability to work under defined SLA pressures and follow documented processes.
• Commitment to continuous learning and product knowledge improvement.

Required skills

• Proficiency with the RAVE tracking system.

What we offer

• Opportunity to develop expertise in technical support within a fast‑paced environment.
• Access to ongoing product training and knowledge resources.
• Collaborative team culture focused on delivering excellent customer service.