Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, problem resolution, and escalation when necessary.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, issue details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, troubleshoot client issues, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure compliance with contracts.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail and capacity to identify recurring issues.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE tracking system.
• Experience using knowledge‑base tools and documentation platforms.

What we offer

• Opportunities for skill development through product‑specific training.
• Dynamic work environment focused on customer satisfaction.