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 efficiently while meeting the service level agreements defined in the contract.

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.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Track and record all interactions in the RAVE system and designated tracking software.
• Identify recurring problems, analyse call logs and suggest preventive actions.
• Escalate complex or unresolved cases to the Team Leader in accordance with SLA timelines.
• Perform scheduled callbacks to gather feedback and verify issue resolution.

Required profile

• Strong communication skills with a courteous and professional phone manner.
• Ability to follow standard processes and document actions accurately.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center tracking software to log calls and emails.