Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support for client‑facing processes, handling inbound calls and emails, diagnosing issues, and ensuring resolutions within agreed Service Level Agreements. The role is essential for maintaining high‑quality service and client satisfaction.

Key responsibilities

• Receive and log all client help requests via telephone and email in a courteous manner.
• Document user information, problem description, and steps taken in the RAVE system.
• Follow standard procedures to troubleshoot and resolve queries, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Analyze call logs to identify recurring trends and propose preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and verify SLA compliance.
• Participate in product trainings and continuous learning initiatives.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to work under pressure while meeting quality and productivity targets.
• Attention to detail for accurate documentation and tracking.
• Willingness to learn product details and continuously improve service delivery.

Required skills

• Proficiency with the RAVE system for availability and activity tracking.
• Experience using call‑center tracking software to log interactions.
• Familiarity with knowledge‑base tools and FAQ management.