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 quickly, documenting interactions, and escalating complex cases to meet service level agreements.

Key responsibilities

• Receive and log all client inquiries, capturing user details and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and document each interaction in the RAVE system and designated tracking software.
• Identify recurring trends from call logs and propose preventive measures.
• Escalate unresolved or high‑severity cases to the Team Leader in a timely manner.
• Follow up with customers to ensure issue resolution and collect feedback.
• Participate in product training sessions to stay current on features and updates.

Required profile

• Strong verbal and written communication skills.
• Customer‑focused attitude with the ability to remain courteous under pressure.
• Analytical mindset for problem identification and trend analysis.
• Ability to work independently while adhering to defined processes and SLAs.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a tracking software to record calls and emails.