Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide first‑line technical support to clients. The role involves handling inbound help requests via phone and email, diagnosing issues, and ensuring resolutions meet the defined service level agreements.

Key responsibilities

• Receive and log all client inquiries through telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to troubleshoot and resolve issues, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and verify SLA compliance.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to work under defined SLA targets and handle multiple queries efficiently.
• Willingness to learn product details and continuously improve knowledge.
• Experience in a call‑center or technical support environment is preferred.

Required skills

• Proficiency with the RAVE tracking system.