Production Agent L1 – 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, meeting service level agreements and maintaining high 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.
• Escalate complex or time‑critical cases to the Team Leader according to defined procedures.
• Maintain and update internal knowledge bases, FAQs, and self‑help documentation.
• Track and document all interactions in the RAVE system and other designated tracking tools.
• Monitor call logs to identify recurring trends and suggest preventive actions.
• Follow up with clients to confirm issue resolution and gather feedback.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under defined SLAs and manage multiple queries efficiently.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

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