Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide first‑line technical support for our clients. The role involves handling inbound calls and emails, diagnosing issues, and ensuring resolutions meet the agreed service‑level agreements.

Key responsibilities

• Receive and log all client help requests via telephone or email in a courteous manner.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Escalate complex or overdue issues to the Team Leader according to SLA requirements.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Track call logs, identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and verify compliance.
• Participate in product training to stay current with feature changes.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly.
• Attention to detail and ability to follow documented processes.
• Willingness to learn product details and continuously improve knowledge.
• Capability to work under SLA pressure and meet productivity targets.

Required skills

• Proficiency with the RAVE tracking system.
• Experience using internal knowledge‑base tools.

What we offer

• Opportunity to develop technical support expertise in a fast‑paced environment.
• Access to regular product training and career development resources.