Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound phone calls and emails. The role focuses on diagnosing issues, guiding users through solutions, and ensuring all interactions meet the defined service level agreements.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.
• Participate in product trainings to stay current with feature updates.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow detailed procedures and document interactions accurately.
• Problem‑solving mindset and capacity to work under defined SLA pressures.
• Team player who collaborates with leaders to improve service quality.

Required skills

• Proficiency with the RAVE tracking system.
• Experience using internal knowledge‑base tools.
• Basic understanding of product troubleshooting processes.