Production Agent Level 1 – Technical Support

About the role

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

Key responsibilities

• Field incoming help requests via telephone and email, documenting client details and issue nature.
• Follow standard processes to resolve queries, escalating complex cases to the Team Leader when needed.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and log all interactions using the RAVE system and designated tracking software.
• Analyze call logs to identify recurring trends and propose preventive measures.
• Provide product guidance, walk clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contractual SLAs.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented procedures and meet SLA targets.
• Attention to detail for accurate record‑keeping and documentation.
• Willingness to participate in ongoing product training.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge‑base tools and self‑service documentation.
• Basic troubleshooting of software applications and product features.

What we offer

• Opportunities for continuous learning and product certification.
• Collaborative team environment focused on operational excellence.