Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records of all interactions.

Key responsibilities

• Receive and log all client help requests via phone or email.
• Diagnose and resolve technical problems following standard procedures.
• Escalate complex issues to the Team Leader when necessary.
• Maintain and update internal knowledge bases and self‑help documents.
• Track and analyze call logs to identify recurring trends.
• Provide product guidance and step‑by‑step troubleshooting.
• Ensure compliance with contractual SLAs and legal requirements.
• Follow up with customers to gather feedback and confirm issue resolution.

Required profile

• Strong communication skills and a courteous phone manner.
• Ability to work under pressure and meet defined SLAs.
• Attention to detail for accurate documentation.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using call‑tracking or ticketing software.
• Basic troubleshooting and problem‑solving abilities.

What we offer

• Opportunities for product training and skill development.
• Collaborative team environment focused on operational excellence.