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, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log all client inquiries, documenting user details and problem descriptions.
• Diagnose and troubleshoot product‑related issues, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and record all interactions in the RAVE system and designated tracking software.
• Escalate complex or unresolved cases to the Team Leader according to SLA requirements.
• Analyze call logs to identify recurring trends and suggest preventive measures.
• Provide accurate product information and disclosures before and after each interaction.
• Follow up with customers to gather feedback and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure while maintaining attention to detail.
• Commitment to continuous learning and product training.
• Team‑oriented mindset with willingness to collaborate on process improvements.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge‑base tools and documentation resources.
• Basic troubleshooting techniques for software‑based products.