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 ensures issues are resolved promptly in line with service‑level agreements while maintaining high standards of customer service.

Key responsibilities

• Receive and log all client inquiries through telephone and email, documenting user details and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users step‑by‑step to resolution.
• Follow established processes and SLAs to resolve queries, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to improve future resolution times.
• Record all interactions, actions taken and outcomes in the RAVE system and designated tracking software.
• Identify recurring trends from call logs and propose preventive measures.
• Provide product information and disclosures before and after each interaction to avoid legal challenges.
• Conduct scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong communication skills with a courteous and professional phone manner.
• Ability to follow standard procedures and meet defined SLA targets.
• Attention to detail for accurate documentation and logging.
• Proactive attitude for identifying red‑flags and escalating issues.
• Commitment to continuous learning through product trainings.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with call‑tracking software for logging and reporting.
• Knowledge‑base management and FAQ maintenance.