Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues quickly, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Maintain personal availability in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within SLA limits.
• Update and maintain internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate critical or unresolved cases to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to gather feedback and verify compliance.
• Participate in product trainings and continuous learning activities.

Required profile

• Excellent verbal and written communication skills.
• Strong attention to detail and ability to follow documented processes.
• Customer‑focused attitude with a courteous and professional demeanor.
• Ability to work under pressure while meeting SLA targets.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with the RAVE system or similar call‑center platforms.
• Experience using call‑center or ticketing software for tracking queries.
• Familiarity with knowledge‑base tools for creating and updating self‑help content.