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, escalating when necessary, and ensuring service level agreements are met.

Key responsibilities

• Receive and log all client inquiries in the RAVE system and designated tracking software.
• Diagnose problems, guide users through step‑by‑step solutions, and document actions taken.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs and suggest preventive measures.
• Escalate complex or unresolved cases to the Team Leader according to SLA requirements.
• Conduct follow‑up calls to capture feedback and verify issue resolution.
• Participate in product trainings to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone manner.
• Ability to work under defined SLA targets and handle multiple queries simultaneously.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product details and support processes.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to log calls and emails.