Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support for client‑facing processes, handling incoming help requests via phone and email. The role ensures issues are resolved promptly in line with service‑level agreements while maintaining high‑quality documentation.

Key responsibilities

• Receive and log all client inquiries, capturing user details and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Escalate complex or time‑critical cases to the Team Leader according to SLA thresholds.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Track and analyse call logs to identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and verify issue resolution.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and meet defined quality standards.
• Attention to detail for accurate record‑keeping and SLA compliance.
• Willingness to learn product details and continuously improve support capabilities.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticket‑tracking or call‑logging software.