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 and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, timely escalation, and maintaining high‑quality service standards.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries, ensuring compliance with SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product guidance, step‑by‑step troubleshooting, and alternative solutions to retain customers.
• Participate in product trainings and continuous learning to stay current on features.

Required profile

• Customer‑focused attitude with a courteous and professional demeanor.
• Strong attention to detail and ability to follow documented processes.
• Effective communication skills for both oral and written interactions.
• Capability to work under SLA pressure and manage multiple queries simultaneously.

Required skills

• Proficiency with the RAVE system or similar call‑center tracking tools.
• Experience using knowledge‑base platforms and FAQ management.
• Basic troubleshooting of software products and navigation of product menus.

What we offer

• Opportunities for continuous training and skill development.
• Collaborative environment with team‑leader support.
• Clear career progression within the support function.