Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. This role is essential for maintaining smooth operations and high customer satisfaction within the support process.

Key responsibilities

• Receive and log all incoming client requests via telephone and email.
• Diagnose issues, guide users through step‑by‑step solutions, and resolve queries within defined SLAs.
• Document client information, problem details, and resolution steps in the RAVE system and tracking software.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest process improvements.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to work under pressure and meet strict response times.
• Attention to detail and accurate record‑keeping.
• Willingness to continuously learn product details and support procedures.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a ticket or tracking software to log and manage support cases.
• Ability to navigate and update knowledge bases and self‑service documentation.