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 or escalated according to service‑level agreements, maintaining high‑quality service standards.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing detailed user information.
• Diagnose and troubleshoot product‑related problems, guiding users step‑by‑step to resolution.
• Document problem‑solving steps, outcomes, and any escalations in the RAVE system.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Monitor call and email metrics to meet SLA targets and identify recurring issues.
• Escalate critical or unresolved cases to the Team Leader in a timely manner.
• Provide product information and disclosures before and after each interaction.
• Conduct follow‑up calls to gather feedback and ensure contract compliance.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong verbal and written communication skills in English.
• Customer‑focused attitude with the ability to remain courteous under pressure.
• Attention to detail and ability to follow documented processes.
• Capacity to work within defined SLA timelines and handle multiple queries simultaneously.
• Willingness to engage in continuous learning and product training.

Required skills

• Proficiency with the RAVE tracking system.
• Experience using call‑center or ticketing software for logging and monitoring interactions.