Production Agent Level 1 – Technical Support

About the role

We are looking for a Production Agent Level 1 to provide effective technical support to our clients. The role involves handling incoming help requests via phone or email, diagnosing issues, and ensuring resolutions meet the agreed service‑level agreements.

Key responsibilities

• Field all client inquiries through telephone and email in a courteous manner.
• Document end‑user details, problem description and resolution steps in the RAVE system.
• Follow standard processes to resolve queries, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Track and log all interactions using the designated call‑center tracking software.
• Provide alternative solutions where appropriate to retain client business.
• Conduct scheduled callbacks to gather feedback and verify SLA compliance.
• Participate in product trainings to stay current with features and updates.

Required profile

• Strong attention to detail and ability to follow documented procedures.
• Excellent written and verbal communication skills.
• Customer‑focused mindset with a commitment to delivering high‑quality service.
• Willingness to learn product details and continuously improve knowledge.

Required skills

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