Production Agent (Level 1) – Technical Support

About the role

We are looking for a Production Agent (Level 1) to provide first‑line technical support to our clients. The role involves handling inbound phone and email requests, diagnosing issues, and ensuring resolutions within the agreed service‑level agreements.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Document end‑user details, problem description and steps taken in the RAVE system.
• Diagnose and resolve technical issues, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases and self‑help documents.
• Monitor SLA performance, escalating complex cases to the Team Leader when necessary.
• Analyze call logs to identify recurring trends and propose preventive actions.
• Provide product information and disclosures before and after each interaction.
• Follow up with customers to capture feedback and ensure compliance with contracts.
• Participate in product trainings and continuous learning to stay current with features.

Required profile

• Strong verbal and written communication skills.
• Attention to detail and ability to follow documented processes.
• Customer‑focused attitude with the ability to remain professional under pressure.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Experience using the RAVE system or similar call‑tracking platforms.
• Proficiency with call logging and ticketing software.

What we offer

• Structured training program and ongoing product education.
• Opportunities for career progression within a fast‑growing support team.
• Collaborative environment with clear performance metrics.