Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role focuses on delivering courteous, efficient assistance while meeting defined service level agreements.

Key responsibilities

• Field all client help requests through telephone and email, documenting user details and issue nature.
• Manage transaction processing and maintain quality standards in line with SLA requirements.
• Update personal availability in the RAVE system and log all interactions using the designated tracking software.
• Follow standard procedures to resolve queries, escalating complex cases to the Team Leader when necessary.
• Access and maintain internal knowledge bases and FAQs to support effective problem resolution.
• Document call logs, identify recurring trends, and contribute to self‑help documentation.
• Ensure product disclosures are provided before and after interactions to avoid legal issues.
• Perform follow‑up callbacks, record feedback, and verify compliance with contracts and SLAs.
• Participate in product trainings and collaborate with team leaders to improve service quality.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Proactive attitude toward identifying red‑flag issues and escalating them promptly.
• Willingness to continuously learn product features and updates.

Required skills

• Experience using the RAVE system for availability management.
• Proficiency with the designated tracking software for call and email logging.