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 are met. The role focuses on accurate documentation, problem resolution, and escalation when necessary.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous, professional manner.
• Document end‑user details, issue nature, and resolution steps in the RAVE system.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide step‑by‑step guidance on product navigation and feature usage.
• Record all interactions using the designated tracking software and schedule follow‑up callbacks.

Required profile

• Strong communication skills with a courteous and professional phone etiquette.
• Ability to follow detailed procedures and maintain accurate records.
• Customer‑focused mindset with a commitment to meeting SLA targets.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using tracking software for call and email logging.
• Basic troubleshooting and diagnostic abilities for software products.