Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound telephone and email requests, diagnosing issues, and delivering resolutions within defined service‑level agreements. The role focuses on maintaining high quality standards while documenting all interactions.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Diagnose and resolve technical issues, or escalate them promptly when required.
• Maintain accurate records of client information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to meet SLA targets and ensure compliance with service agreements.
• Update and maintain internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure contractual compliance.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to follow documented procedures and meet performance metrics.
• Attention to detail for accurate data entry and documentation.
• Willingness to participate in ongoing product training.

Required skills

• Experience with the RAVE system or similar ticketing platforms.
• Proficiency in using tracking software for call and email management.