Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent Level 1 to join our technical support team. The role involves handling client inquiries via phone and email, providing courteous and effective assistance while meeting defined service level agreements.

Key responsibilities

• Receive and manage incoming help requests from clients through telephone and email.
• Document end‑user information, issue details and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA targets, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases and self‑help documents.
• Track and analyse call logs to identify recurring issues and suggest preventive actions.
• Provide product information and guide users through step‑by‑step troubleshooting.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product trainings and share learning with the team.

Required profile

• Excellent verbal and written communication skills.
• Strong attention to detail and ability to follow documented procedures.
• Customer‑focused attitude with a courteous and professional demeanor.
• Ability to work under pressure and meet SLA commitments.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and ticket tracking.
• Experience using call‑center tracking software.
• Basic knowledge of product troubleshooting and knowledge‑base management.