Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements (SLAs). The role focuses on accurate documentation, timely escalation, and continuous improvement of support processes.

Key responsibilities

• Field incoming client requests through telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system and record all interactions using the designated tracking software.
• Follow standard procedures to resolve queries, meeting SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct follow‑up calls to capture feedback and ensure contract compliance.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to accurately record and track client interactions.
• Attention to detail for documentation and SLA adherence.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software for call and email logging.

What we offer

• Opportunity to develop expertise in technical support and client relationship management.
• Access to ongoing product training and knowledge resources.