Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide first‑line technical support for our clients. The role involves handling inbound calls and emails, diagnosing issues, and ensuring resolutions meet the agreed service level agreements.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Document end‑user details, problem description and steps taken in the RAVE system.
• Diagnose and resolve technical queries following standard procedures and SLA targets.
• Escalate complex or overdue issues to the Team Leader promptly.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyse call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus and features.
• Perform scheduled callbacks to gather feedback and verify compliance.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to work under pressure while maintaining accuracy.
• Attention to detail and good documentation habits.
• Willingness to continuously learn product features and updates.

Required skills

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