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 diagnosing issues, guiding users through solutions, and ensuring service level agreements are met.

Key responsibilities

• Receive and log all client inquiries in the RAVE system and designated tracking software.
• Diagnose and resolve technical problems, offering step‑by‑step guidance.
• Document user information, issue details, and resolution steps accurately.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or time‑critical cases to the Team Leader.
• Follow up with clients to confirm issue resolution and gather feedback.
• Participate in product training to stay current on features and updates.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow standard procedures and meet defined SLAs.
• Attention to detail for accurate record‑keeping.
• Willingness to continuously learn product details and support tools.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using call‑tracking or email‑tracking software.
• Basic troubleshooting of software applications.
• Ability to navigate product menus and create clear documentation.