Production Agent Level 1 – Technical Support

About the role

We are looking for a Production Agent Level 1 to provide effective technical support to our clients. The role involves handling inbound help requests via phone and email, documenting issues, and ensuring resolutions meet defined service level agreements.

Key responsibilities

• Manage transactions and maintain quality standards for each request.
• Field all incoming help requests from clients through telephone and email in a courteous manner.
• Document end‑user information, issue details, and update availability in the RAVE system.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard processes to resolve client queries within SLA commitments.
• Access and maintain internal knowledge bases and FAQs to aid problem resolution.
• Identify recurring trends from call logs and update self‑help documents.
• Escalate serious client issues to the Team Leader when required.
• Provide product information and disclosures before and after interactions.
• Guide users through step‑by‑step solutions and offer alternative options to retain business.
• Maintain logs and records according to standard procedures.
• Conduct follow‑up callbacks to capture feedback and ensure SLA compliance.
• Participate in product trainings to stay current with features and updates.

Required profile

• Strong verbal communication with a courteous and professional demeanor.
• Attention to detail and ability to follow documented procedures.
• Willingness to learn product details and continuously improve knowledge.
• Proactive attitude for identifying trends and escalating issues.
• Commitment to meeting SLA targets and delivering excellent customer service.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using tracking software to log calls and emails.
• Familiarity with knowledge‑base tools for accessing product information.