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 while ensuring service level agreements are met. The role focuses on diagnosing issues, guiding users through solutions, and escalating complex cases when necessary.

Key responsibilities

• Receive and log all incoming client help requests via phone or email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries within defined SLAs, offering alternative solutions to retain customers.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Identify recurring issues from call logs and flag trends for preventive action.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Perform scheduled callbacks to gather feedback and ensure contract compliance.
• Participate in product trainings to stay current with features and updates.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and capacity to identify red‑flag situations.
• Willingness to learn product details and continuously improve knowledge.

Required skills

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

What we offer

• Opportunity to develop technical support expertise in a fast‑paced environment.
• Access to ongoing product training and knowledge resources.