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 and email. The role focuses on resolving issues promptly, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Update personal availability in RAVE to maintain process productivity.
• Track, record, and follow standard procedures to resolve queries within SLA limits.
• Access and maintain internal knowledge bases and FAQs to aid problem resolution.
• Analyze call logs to identify recurring trends and update self‑help documents.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and ensure compliance.
• Participate in product trainings and self‑learning to stay current on features.

Required profile

• Strong communication skills and a courteous phone/email demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system and related tracking software.
• Experience using internal knowledge‑base tools.

What we offer

• Opportunities for product‑specific training and professional development.
• Dynamic call‑center environment with clear performance metrics.