Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical assistance to clients, handling incoming help requests by phone or email. The role focuses on resolving issues quickly, following defined processes, and meeting service‑level agreements (SLAs) while maintaining accurate records.

Key responsibilities

• Field incoming client queries via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard procedures to diagnose, troubleshoot, and resolve technical issues within SLA targets.
• Escalate complex or unresolved cases to the Team Leader promptly.
• 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 ensure all disclosures are communicated.
• Record all interactions in the designated tracking software and schedule follow‑up callbacks.
• Participate in product trainings to stay current with feature updates.

Required profile

• Strong verbal and written communication skills in English.
• Ability to follow detailed processes and maintain accurate documentation.
• Customer‑focused attitude with a professional and courteous demeanor.
• Problem‑solving mindset and capacity to work under time‑pressured SLA environments.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using tracking or CRM software for call and email logging.
• Basic computer literacy and ability to navigate product interfaces.