Production Agent L1 – Technical Support

About the role

We are seeking a Production Agent L1 to deliver effective technical support for client processes. The role involves handling incoming help requests via telephone and email, documenting client information, and ensuring issues are resolved within defined service level agreements.

Key responsibilities

• Field all incoming client help requests courteously through phone or email.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries using the designated ticketing software.
• Apply standard procedures to resolve issues and meet SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.

Required profile

• Strong communication skills with a courteous, professional phone manner.
• Ability to follow documented processes and meet productivity targets.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using ticketing or call‑tracking software.
• Ability to navigate and update knowledge‑base tools.