Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, effective problem solving, and continuous improvement of support processes.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries and meet SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring issues 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 ensure accurate logging.
• Offer alternative solutions when appropriate to retain customer business.
• Participate in product trainings and self‑learning to stay current with updates.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented processes and meet defined service standards.
• Attention to detail for accurate data entry and issue tracking.
• Proactive attitude toward learning product details and troubleshooting techniques.
• Capability to work collaboratively with team leaders and peers.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with call‑center tracking software for logging calls and emails.
• Familiarity with maintaining knowledge bases and self‑help documentation.