Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly while adhering to service level agreements (SLAs) and maintaining high customer satisfaction.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and contact data for each interaction.
• Update personal availability in the RAVE system to ensure process productivity.
• Record, track, and document all queries, steps taken, and outcomes.
• Follow standard processes to resolve client issues within defined SLAs.
• Access and maintain internal knowledge bases and FAQs for efficient problem resolution.
• Analyze call logs to identify recurring trends and update self‑help documents.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate menus, and offer step‑by‑step solutions.
• Maintain logs and records according to standard guidelines.
• Offer alternative solutions to retain customers when appropriate.
• Conduct follow‑up callbacks to capture feedback and ensure SLA compliance.
• Participate in product trainings and update job knowledge continuously.

Required profile

• Strong communication skills and a customer‑service orientation.
• Ability to work under defined SLAs and meet quality standards.
• Attention to detail in documentation and record‑keeping.
• Willingness to learn product details and internal tools.

Required skills

• Proficiency with the RAVE system.
• Experience using call‑tracking or ticketing software.

What we offer

• Opportunity to develop technical support expertise in a fast‑paced environment.
• Access to ongoing product training and knowledge resources.