Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides front‑line technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly, meeting service level agreements while maintaining high customer satisfaction.

Key responsibilities

• Receive and log all client inquiries, documenting user details and problem descriptions.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Escalate complex or time‑critical problems to the Team Leader according to SLA requirements.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and record all interactions using the RAVE system and designated tracking software.
• Identify recurring issues, analyze call logs, and suggest process improvements.
• Provide accurate product information and disclosures before and after each interaction.
• Follow up with customers for feedback and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional phone and email etiquette.
• Ability to work under pressure while meeting defined quality and productivity standards.
• Attention to detail for accurate documentation and record‑keeping.
• 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 and monitor queries.