Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails to resolve issues in line with service level agreements. The role ensures accurate documentation, timely escalation, and contributes to continuous improvement of support processes.

Key responsibilities

• Receive and manage incoming client help requests via telephone and email.
• Document user information, issue details, and resolution steps in the RAVE system.
• Follow standard procedures to diagnose and resolve technical problems, meeting SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and recommend preventive actions.
• Escalate complex or unresolved cases to the Team Leader.
• Provide product guidance, navigate clients through menus, and suggest alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure compliance.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to participate in product training and continuous learning.

Required skills

• Proficiency with the RAVE tracking system.