Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet defined service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records of all interactions.

Key responsibilities

• Field incoming help requests via telephone and email, documenting client details and issue nature.
• Use the RAVE system and designated tracking software to log, track, and resolve queries.
• Follow standard processes to meet SLA targets and escalate complex issues to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to gather feedback and ensure contract compliance.

Required profile

• Strong verbal and written communication skills in English.
• Customer‑focused attitude with the ability to remain courteous under pressure.
• Attention to detail for accurate documentation and adherence to procedures.
• Ability to learn product details quickly and apply them in troubleshooting.
• Willingness to participate in ongoing product training.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to record interactions.
• Familiarity with internal knowledge‑base tools.