Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements (SLAs) are met. The role focuses on accurate documentation, timely issue resolution, and continuous improvement of support processes.

Key responsibilities

• Receive and manage incoming client help requests via phone 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 defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure compliance with contracts.
• Participate in product training and continuous learning initiatives.

Required profile

• Strong communication skills with a professional and courteous phone demeanor.
• Ability to follow detailed processes and document interactions accurately.
• Attention to detail for tracking queries and maintaining logs.
• Willingness to learn product specifics and continuously improve knowledge.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑center tracking software.
• Ability to navigate and update internal knowledge bases.