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 standard procedures, and ensuring resolutions meet the service level agreements (SLAs) defined in client contracts.

Key responsibilities

• Receive and log all client inquiries, documenting user details and problem descriptions.
• Diagnose and resolve technical issues, guiding users through step‑by‑step solutions.
• Escalate complex or time‑critical cases to the Team Leader according to defined escalation paths.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Ensure compliance with legal and contractual obligations during all client interactions.
• Perform scheduled callbacks to gather feedback and verify SLA compliance.

Required profile

• Strong communication skills with a courteous and professional phone etiquette.
• Ability to work under pressure while maintaining high quality standards.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑tracking or ticketing software to log and monitor queries.
• Basic troubleshooting and product support capabilities.

What we offer

• Opportunities for product‑specific training and skill development.
• Collaborative environment with regular knowledge‑sharing sessions.