Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly or escalated according to service level agreements, while maintaining accurate records and contributing to continuous improvement.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Manage transaction quality, update personal availability, and meet defined SLAs.
• Follow standard processes, use internal knowledge bases, and maintain self‑help documentation.
• Analyze call logs to identify trends, red flags, and opportunities for process improvement.
• Provide product disclosures before and after interactions to avoid legal issues.
• Offer alternative solutions to retain customers and ensure satisfaction.
• Perform scheduled callbacks, gather feedback, and ensure contract compliance.
• Participate in product trainings and collaborate with team leaders on learning initiatives.

Required profile

• Strong communication skills and a courteous, professional demeanor.
• Ability to follow standard procedures and meet SLA targets.
• Attention to detail for accurate documentation and trend analysis.
• Customer‑focused mindset with a commitment to high‑quality service.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑center tracking software.

What we offer

• Opportunities for product‑specific training and skill development.
• Collaborative environment with team‑leader support.