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. You will act as the primary point of contact, diagnosing issues, guiding users through solutions, and escalating complex cases when necessary.

Key responsibilities

• Receive and log all incoming help requests via telephone and email.
• Document user information, issue details, 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 from call logs and suggest preventive actions.
• Escalate critical problems to team leaders promptly.
• Provide product guidance, navigate users through menus, and ensure compliance with service agreements.
• Schedule callbacks, gather feedback, and verify contract compliance.

Required profile

• Strong verbal and written communication skills in English.
• Customer‑focused attitude with a courteous and professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and activity tracking.
• Experience using a designated tracking software for call and email logging.
• Ability to navigate and contribute to internal knowledge bases and FAQs.