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 or email. The role ensures issues are resolved promptly or escalated according to service level agreements, maintaining high quality and customer satisfaction.

Key responsibilities

• Receive and log all client inquiries, capturing detailed user information and problem description.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Document all actions taken, outcomes, and follow‑up steps in the RAVE system and designated tracking software.
• Escalate unresolved or critical cases to the Team Leader while adhering to SLA timelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive measures.
• Provide accurate product information and disclosures before and after each interaction.
• Conduct scheduled callbacks to gather feedback and verify compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow standard processes and document interactions accurately.
• Attention to detail and capacity to identify red‑flag issues for timely escalation.
• Willingness to participate in ongoing product training and self‑learning.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a designated tracking software to record calls and emails.