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 or escalated in line with service‑level agreements, while maintaining accurate records and product knowledge.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details and resolution steps in the RAVE system.
• Track, record and follow up on queries using the designated tracking software.
• Resolve client issues according to SLA requirements or escalate to the Team Leader when necessary.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify trends and prevent recurring problems.
• Provide product disclosures before and after interactions to avoid legal issues.
• Offer alternative solutions aimed at retaining customers.
• Participate in product trainings and share learning with the team.

Required profile

• Strong customer‑service orientation with a courteous and professional demeanor.
• Ability to follow standard processes and meet defined SLA targets.
• Attention to detail in documentation and record‑keeping.
• Willingness to continuously learn product details and updates.
• Capability to identify red‑flag issues and trigger timely escalations.

Required skills

• Proficiency with the RAVE system for availability and transaction management.
• Experience using tracking software for call and email logging.
• Familiarity with internal knowledge‑base tools.