Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides front‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, problem resolution, and continuous improvement of support processes.

Key responsibilities

• Receive and log incoming help requests via telephone and email, capturing full client details.
• Diagnose and resolve technical issues following standard procedures and SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track all interactions in the RAVE system and designated tracking software.
• Escalate complex or overdue cases to the Team Leader and ensure legal compliance.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct follow‑up callbacks, record feedback, and verify contract compliance.
• Participate in product training and collaborate with team leaders on learning initiatives.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow documented processes and meet defined performance metrics.
• Attention to detail for accurate data entry and issue tracking.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a call‑center tracking software to log interactions.