Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, problem resolution, and maintaining high‑quality customer interactions.

Key responsibilities

• Receive and log all incoming help requests via telephone or email in a courteous manner.
• Diagnose client issues, follow standard procedures, and resolve queries within SLA targets.
• Document end‑user details, problem descriptions, troubleshooting steps, and outcomes in the RAVE system.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents to improve resolution speed.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate complex or time‑critical issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and verify compliance with contracts.
• Participate in product trainings and continuous learning to stay current with feature changes.

Required profile

• Strong communication skills with a courteous and professional phone and email demeanor.
• Attention to detail for accurate data entry and record‑keeping.
• Ability to follow documented processes and meet defined performance metrics.
• Proactive attitude toward identifying issues and suggesting improvements.
• Commitment to delivering excellent customer service and adhering to legal and contractual obligations.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using call‑center tracking software to log interactions.
• Ability to navigate and update knowledge bases and self‑help resources.