Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues quickly, following defined SLAs, and escalating complex cases when necessary.

Key responsibilities

• Receive and log all client inquiries, capturing detailed user information and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Maintain accurate records of calls, emails, and resolutions in the RAVE tracking system.
• Follow standard procedures to meet SLA targets and ensure compliance with service agreements.
• Update and maintain internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Conduct scheduled callbacks to gather feedback and verify issue resolution.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone demeanor.
• Customer‑focused attitude with the ability to handle multiple requests efficiently.
• Attention to detail for accurate documentation and data entry.
• Ability to work independently while collaborating with team members.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with the RAVE tracking system or similar call‑center software.
• Basic troubleshooting of software applications.