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 and email. The role ensures issues are resolved within service level agreements (SLAs) while maintaining high standards of customer service.

Key responsibilities

• Receive and log all client inquiries, capturing detailed user information and problem description.
• Diagnose and troubleshoot technical 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‑back schedules, collect feedback, and ensure compliance with contractual SLAs.
• Identify recurring trends from call logs and propose preventive measures.
• Participate in product training to stay current with feature updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow standard processes and document actions accurately.
• Customer‑focused mindset with a commitment to meeting SLA targets.
• Attention to detail and capability to spot red‑flag issues quickly.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to log calls and emails.
• Ability to navigate and maintain knowledge‑base tools and FAQs.