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 ensures issues are resolved promptly or escalated according to service level agreements, maintaining high‑quality customer service.

Key responsibilities

• Receive and log all client inquiries, documenting user details and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Follow standard processes to meet SLA targets and update knowledge bases with resolutions.
• Escalate complex or unresolved cases to the Team Leader in a timely manner.
• Maintain accurate records of calls, emails, and resolutions using the RAVE system and other tracking tools.
• Identify recurring issues, analyze call logs, and suggest improvements to prevent future problems.
• Provide product information and disclosures before and after interactions to avoid legal challenges.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure while adhering to defined SLAs.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge bases and FAQ resources for problem resolution.

What we offer

• Opportunities for product training and skill development.
• Collaborative environment with team‑leader support.