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, documented accurately, and escalated when necessary to meet service level agreements.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document user details, problem description, and resolution steps in the RAVE system.
• Maintain up‑to‑date availability status to support process productivity.
• Track, record, and resolve queries following defined SLA standards.
• Utilise internal knowledge bases and FAQs to deliver effective solutions.
• Identify recurring issues, update self‑help documents, and suggest process improvements.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Participate in product training and continuous learning initiatives.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow standard processes and meet SLA targets.
• Attention to detail for accurate documentation and tracking.
• Willingness to learn product details and continuously improve knowledge.
• Team player who collaborates with leaders to identify training needs.

Required skills

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