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 and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, knowledge‑base maintenance, and proactive communication to deliver a high‑quality customer experience.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries using the designated tracking software.
• Follow standard processes and SLAs to resolve issues or escalate when necessary.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify trends and prevent recurring problems.
• Provide product information, guide users through troubleshooting steps, and offer alternative solutions to retain business.
• Escalate serious or unresolved issues to the Team Leader.
• Participate in product trainings and self‑learning to stay current on features.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow standard operating procedures and meet SLA targets.
• Attention to detail in documenting client interactions.
• Proactive attitude toward learning product details and updating knowledge resources.
• Capability to identify red‑flag situations and escalate appropriately.

Required skills

• Experience using the RAVE system for availability and transaction management.
• Proficiency with a tracking software for logging calls and emails.

What we offer

• Opportunities for continuous product training and skill development.
• Collaborative environment with team leaders supporting learning initiatives.