Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides frontline technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements.

Key responsibilities

• Field all client help requests courteously and document user details, issue nature, and contact information.
• Manage transactions and process calls/emails using the RAVE system and designated tracking software.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents to improve resolution speed.
• Record and analyze call logs to identify recurring trends and prevent future problems.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contracts and SLAs.
• Participate in product trainings and continuous learning to stay current with features and updates.

Required profile

• Strong verbal and written communication skills.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail when recording client information and issue resolution steps.
• Customer‑focused attitude with a professional and courteous demeanor.

Required skills

• Proficiency with the RAVE system.
• Experience using call‑tracking or ticketing software.