Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling inbound calls and emails, diagnosing issues, and ensuring resolutions within agreed service levels. The role is essential for maintaining high customer satisfaction and smooth operation of the support process.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Document client information, problem details, and resolution steps in the tracking system (RAVE).
• Escalate complex or unresolved cases to the Team Leader according to SLA guidelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and verify compliance with contracts.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong communication skills with a professional and courteous phone etiquette.
• Ability to follow standard processes and document interactions accurately.
• Attention to detail and capability to identify red‑flag issues.
• Willingness to learn product details and continuously improve technical knowledge.

Required skills