Production Agent Level 1 – Technical Support

About the role

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

Key responsibilities

• Field all incoming client help requests by telephone and email in a courteous manner.
• Document end‑user information, problem details and update availability in the RAVE system.
• Record, track and resolve queries following standard processes and SLA targets.
• Maintain and update internal knowledge‑base articles and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus and troubleshoot features.
• Process and log all interactions using the designated ticketing/tracking software.
• Offer alternative solutions when appropriate to retain client business.
• Conduct follow‑up callbacks to capture feedback and ensure compliance.
• Participate in product trainings and continuously update job knowledge.

Required profile

• Excellent verbal and written communication skills.
• Strong attention to detail and ability to document accurately.
• Ability to work under defined SLA pressures.
• Customer‑focused attitude with a courteous demeanor.
• Willingness to learn product details and continuously improve.
• Team player who can collaborate with leaders and peers.

Required skills

• Proficiency with the RAVE system.
• Experience using ticketing or tracking software.
• Familiarity with knowledge‑base tools and self‑help documentation.
• Call handling and email support capabilities.