Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions within defined service level agreements. The role is essential for maintaining high customer satisfaction and smooth operation of the support process.

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 procedures to troubleshoot and resolve queries, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring issues and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Schedule callbacks, record feedback, and verify compliance with contracts and SLAs.
• Participate in product trainings to stay current with feature updates.

Required profile

• Strong customer‑service orientation with a professional and courteous communication style.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Proactive attitude toward learning product details and troubleshooting techniques.

Required skills

• Experience using the RAVE system or similar ticketing platforms.
• Familiarity with call‑center tracking software.
• Basic knowledge of product support and FAQ management.