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 ensures issues are resolved promptly or escalated according to service level agreements, contributing to smooth process operations.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing accurate user details and issue descriptions.
• Diagnose and troubleshoot product‑related problems, guiding users step‑by‑step to resolution.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents to improve response efficiency.
• Track and document each interaction in the RAVE system and designated tracking software, ensuring compliance with SLA metrics.
• Identify recurring issues, analyze call logs for trends, and propose preventive measures.
• Escalate complex or time‑critical cases to the Team Leader while adhering to contractual obligations.
• Provide clear product information and disclosures before and after each interaction.
• Conduct follow‑up calls to gather feedback and verify issue closure.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow documented processes and adhere to SLA requirements.
• Attention to detail for accurate record‑keeping and issue tracking.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to log calls and emails.