Production Agent Level 1 – Technical Support

About the role

The Production Agent Level 1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions within defined service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records of all interactions.

Key responsibilities

• Field incoming help requests via telephone and email, documenting client details and issue nature.
• Resolve client queries by following standard processes, escalating when necessary to meet SLA targets.
• Maintain and update the RAVE system with availability and activity logs.
• Record, track, and document all queries, problem‑solving steps, and outcomes.
• Access and contribute to internal knowledge bases and FAQs to improve resolution efficiency.
• Identify recurring issues from call logs and suggest preventive actions.
• Provide product information and guidance, ensuring compliance with service agreements.
• Follow up with customers for feedback and to confirm issue closure.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to work under pressure and meet defined SLA targets.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and activity tracking.
• Experience using ticketing or tracking software to log calls and emails.
• Ability to navigate product knowledge bases and update self‑help documentation.