Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound phone and email requests, documenting issues, and ensuring resolutions meet defined service level agreements. The role is essential for maintaining high‑quality client interactions and smooth process operations.

Key responsibilities

• Field all incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Update personal availability in RAVE to optimize productivity.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to gather feedback and verify compliance.
• Participate in product trainings and continuous learning activities.

Required profile

• Strong verbal and written communication skills.
• Customer‑focused attitude with a professional and courteous demeanor.
• Ability to follow documented procedures and meet SLA targets.
• Attention to detail when recording client information and resolution steps.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑handling and email‑tracking software.

What we offer

• Opportunities for ongoing product training and skill development.
• Collaborative team environment focused on operational excellence.