Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet defined service level agreements. The role is essential for maintaining high customer satisfaction and smooth operation of the support process.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Diagnose, troubleshoot, and resolve technical issues according to SLA targets.
• Document client information, problem details, and resolution steps in the RAVE system.
• Maintain and update internal knowledge bases and self‑help documents.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Follow up with clients for feedback and compliance verification.

Required profile

• Strong communication skills and a courteous phone demeanor.
• Ability to follow standard processes and document actions accurately.
• Willingness to learn product details and continuously improve knowledge.
• Attention to detail for tracking and reporting client interactions.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑center tracking software.
• Familiarity with internal knowledge‑base tools.

What we offer

• Opportunities for product training and skill development.
• Collaborative environment with team‑leader support.
• Potential career progression within the support organization.