Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound help requests via phone and email. The role ensures issues are resolved promptly while meeting service level agreements (SLAs) and maintaining high customer satisfaction.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Update personal availability in RAVE to optimise process productivity.
• Track, record, and follow up on all queries, ensuring compliance with SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate critical or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to follow standard processes and document interactions accurately.
• Attention to detail and capacity to work under SLA pressure.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and case management.
• Experience using call‑tracking or ticketing software.
• Ability to navigate and maintain knowledge‑base resources.

What we offer

• Opportunities for continuous training and professional development.
• A collaborative environment focused on operational excellence.