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 and email. The role focuses on resolving issues promptly while meeting defined service level agreements (SLAs) and maintaining high‑quality documentation.

Key responsibilities

• Receive and log client inquiries through telephone and email, capturing all relevant user information.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Document problem‑solving steps, outcomes, and any escalations in the RAVE system and tracking software.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs for trends, and suggest preventive actions.
• Escalate critical or unresolved cases to the Team Leader in accordance with SLA requirements.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current on features and updates.

Required profile

• Strong customer‑service orientation with courteous communication.
• Ability to follow standard processes and meet SLA targets.
• Attention to detail for accurate documentation and record‑keeping.
• Proactive attitude toward learning product details and troubleshooting techniques.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with a designated tracking software for logging calls and emails.
• Familiarity with internal knowledge‑base tools and FAQ management.