Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. This role focuses on accurate issue documentation, timely resolution, and escalation when necessary.

Key responsibilities

• Receive and log all incoming client requests via telephone and email.
• Diagnose and resolve technical issues following standard procedures and SLA targets.
• Maintain detailed records of client interactions, troubleshooting steps, and outcomes in the RAVE system.
• Update and manage self‑help documentation and knowledge‑base articles.
• Identify recurring problems, flag red‑alert cases, and escalate to the Team Leader.
• Provide product guidance, navigate clients through menus, and suggest alternative solutions to retain business.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and maintain high data accuracy.
• Customer‑focused mindset with a commitment to meeting SLA targets.
• Proactive attitude toward learning product details and troubleshooting techniques.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with a ticket‑tracking software to record and monitor client queries.