Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support for client inquiries, handling phone and email requests while ensuring service level agreements are met. The role focuses on accurate documentation, timely issue resolution, and continuous improvement of support processes.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and resolve queries according to defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify recurring issues and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Follow up with customers through scheduled callbacks to gather feedback and ensure compliance.
• Participate in product training and share learning with the team.

Required profile

• Strong communication skills with a professional phone etiquette.
• Ability to follow standard processes and meet SLA targets.
• Detail‑oriented documentation and record‑keeping.
• Proactive attitude toward learning product features and troubleshooting.
• Team player who collaborates with leaders to improve service quality.

Required skills

• Experience using the RAVE system for availability management.
• Proficiency with tracking software for logging calls and emails.
• Familiarity with internal knowledge‑base tools.