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 while maintaining high standards of customer service.

Key responsibilities

• Receive and log all client inquiries, documenting user details 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 SLA requirements.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and verify issue resolution.
• Participate in product training sessions to stay current on features and updates.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow standard processes and document actions accurately.
• Attention to detail and commitment to meeting SLA targets.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using call‑tracking or ticketing software.