Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet the defined service‑level agreements.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Diagnose, troubleshoot, and resolve technical problems following standard procedures.
• Document user information, issue details, and resolution steps in the RAVE system.
• Escalate complex or overdue cases to the Team Leader according to SLA requirements.
• Maintain and update internal knowledge bases and self‑help documents.
• Monitor call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and ensure accurate disclosures.
• Follow up with customers for feedback and to confirm compliance with contracts.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure while meeting quality and productivity standards.
• Willingness to continuously learn product details and support processes.
• Attention to detail for accurate documentation and record‑keeping.

Required skills

• Proficiency with the RAVE tracking system or similar call‑center software.