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, documenting issues, and ensuring resolutions meet the defined service‑level agreements.

Key responsibilities

• Receive and log all incoming help requests via telephone or email in a courteous and professional manner.
• Identify client information, capture the nature of the problem, and update availability in the RAVE system.
• Follow standard processes to diagnose, troubleshoot, and resolve client issues, escalating when necessary to meet SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to improve resolution speed.
• Record all query details, steps taken, and outcomes in the designated tracking software.
• Monitor call logs to detect recurring trends and propose preventive actions.
• Provide product guidance, navigate clients through menus, and ensure all required disclosures are communicated.
• Schedule callbacks, gather feedback, and verify compliance with contractual obligations.

Required profile

• Strong attention to detail and ability to follow documented procedures.
• Excellent written and verbal communication skills for client interaction.
• Capacity to work under SLA pressure and prioritize multiple queries.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call and email tracking software to log and manage client interactions.
• Ability to navigate and contribute to internal knowledge bases and FAQ resources.