Production Agent Level 1 – 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 promptly, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Record all interactions and outcomes in the designated tracking software.
• Conduct scheduled callbacks to gather feedback and ensure compliance.

Required profile

• Professional and courteous communication skills.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail for tracking and analyzing client interactions.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge‑base tools and self‑service documentation.