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. The role focuses on resolving issues efficiently while meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Manage client transactions and support requests according to quality standards.
• Field incoming calls and emails, document user information and problem details.
• Update personal availability in the RAVE system and log all interactions in the tracking software.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries within SLA timeframes.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Identify recurring issues, analyze call logs and suggest preventive actions.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Provide product guidance, navigate clients through menus and ensure accurate disclosures.
• Conduct follow‑up calls to capture feedback and verify compliance.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to work under pressure while adhering to SLA commitments.
• 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 management.
• Experience using call‑tracking or ticketing software.