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 according to service level agreements, contributing to overall process efficiency.

Key responsibilities

• Receive and log client inquiries, capturing detailed user information and problem description.
• Diagnose and resolve technical issues following standard procedures and knowledge‑base resources.
• Escalate complex or time‑critical cases to the Team Leader while maintaining SLA compliance.
• Document all interactions, resolutions, and follow‑up actions in the RAVE tracking system.
• Identify recurring problems, suggest process improvements, and update self‑help documentation.
• Provide product guidance, walk clients through menus, and ensure accurate disclosures before and after support interactions.
• Conduct scheduled callbacks to gather feedback and verify issue closure.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow detailed processes and maintain accurate records.
• Customer‑focused mindset with a commitment to meeting SLA targets.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Basic troubleshooting techniques for software‑based products.
• Effective use of internal knowledge bases and FAQ resources.

What we offer

• Structured training programs to develop product expertise.
• Opportunities for career progression within a global support operation.
• Collaborative team environment focused on operational excellence.