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 diagnosing issues, following defined processes, and meeting service‑level agreements while maintaining accurate records.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Perform scheduled callbacks to gather feedback and ensure contract compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills with a courteous, professional attitude.
• Ability to follow detailed processes and maintain accurate records.
• Attention to detail and capacity to identify trends in client issues.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using call‑tracking or ticketing software.
• Basic troubleshooting and diagnostic abilities.

What we offer

• Opportunity to develop expertise in client support and product knowledge.
• Structured training programs and continuous learning.
• Collaborative team environment focused on operational excellence.