Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on diagnosing issues, following defined SLAs, and ensuring a courteous, professional customer experience.

Key responsibilities

• Receive and log all client inquiries in the RAVE system and designated tracking software.
• Diagnose, troubleshoot, and resolve technical problems while adhering to contractual SLA targets.
• Document end‑user information, problem details, and resolution steps for each interaction.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, flag red‑alerts, and escalate complex cases to the Team Leader.
• Conduct follow‑up calls to capture feedback and verify compliance with service agreements.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure while maintaining accuracy.
• Attention to detail for proper documentation and escalation.
• Willingness to continuously learn product details and support processes.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to record calls and emails.
• Ability to navigate and update internal knowledge bases and self‑service portals.