Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, timely escalation, and continuous improvement of client interactions.

Key responsibilities

• Field all incoming help requests from clients through telephone and email in a courteous manner.
• Document end‑user identification details, problem description, and contact information.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and document all queries, problem‑solving steps, and resolution outcomes.
• Follow standard processes and SLA requirements to resolve client issues.
• Access and maintain internal knowledge bases, FAQs, and self‑help documents.
• Identify product details to facilitate effective troubleshooting.
• Analyze call logs to detect recurring trends and prevent future problems.
• Escalate serious or unresolved issues to the Team Leader.
• Provide accurate product information before and after each interaction.
• Deliver professional, user‑friendly troubleshooting and guide clients through product menus.
• Process and record calls and emails using designated tracking software.
• Offer alternative solutions where appropriate to retain customer business.
• Schedule callbacks to gather feedback and ensure SLA compliance.
• Participate in product training and collaborate on training themes with team leaders.

Required profile

• Strong customer‑service orientation with professional communication skills.
• Ability to follow established procedures and meet SLA targets.
• Attention to detail in documentation and data entry.
• Proactive in identifying trends, red flags, and escalation needs.
• Willingness to continuously learn product features and updates.

Required skills

• Experience with the RAVE system for availability management.
• Proficiency in call and email tracking software.
• Familiarity with internal knowledge‑base platforms and FAQ management.
• Ability to create and maintain self‑help documentation.