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 or email. The role focuses on diagnosing issues, following defined processes, and meeting service level agreements while maintaining accurate records.

Key responsibilities

• Receive and log 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 procedures to resolve queries within SLA targets.
• Access and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Maintain accurate records of all interactions and ensure compliance with contractual disclosures.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under defined SLA pressures and meet productivity targets.
• Attention to detail for accurate documentation and tracking.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑handling and email‑tracking software.