Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client‑facing processes. Working primarily via telephone and email, the agent resolves issues, escalates when necessary, and ensures that service level agreements (SLAs) are met.

Key responsibilities

• Field incoming help requests from clients through phone and email in a courteous manner.
• Document end‑user information, problem details and resolution steps in the RAVE system.
• Follow standard procedures to diagnose, troubleshoot and resolve client queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate complex or overdue cases to the Team Leader.
• Provide product guidance, navigate clients through menus and features.
• Record all interactions using the designated tracking software and ensure accurate logging.

Required profile

• Strong communication skills with the ability to explain technical concepts clearly.
• Attention to detail and ability to follow documented processes.
• Customer‑focused attitude and ability to manage multiple queries simultaneously.
• Willingness to continuously learn product updates and participate in training.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using call‑center or ticket‑tracking software.
• Ability to navigate and contribute to internal knowledge‑base platforms.