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 focuses on resolving issues promptly, documenting interactions, and ensuring service level agreements are met.

Key responsibilities

• Field and log all client help requests, capturing detailed user information.
• 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 from call logs and propose preventive measures.
• Escalate complex or unresolved issues to the Team Leader in accordance with SLA timelines.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure while maintaining high quality standards.
• Attention to detail for accurate documentation and record‑keeping.
• Proactive attitude toward learning product features and updates.

Required skills

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