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 and email. The role focuses on accurate documentation, timely resolution, and adherence to service level agreements (SLAs) to ensure a high‑quality customer experience.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, issue details, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries, ensuring compliance with defined SLAs.
• Utilise internal knowledge bases and FAQs to diagnose and resolve issues efficiently.
• Identify recurring trends from call logs and contribute to self‑help documentation.
• Escalate complex or time‑critical issues to the Team Leader.
• Maintain accurate logs and records according to standard procedures.
• Provide product guidance, navigate clients through menus, and suggest alternative solutions when appropriate.
• Participate in product trainings and update job knowledge continuously.

Required profile

• Experience handling client support inquiries via phone and email.
• Ability to follow documented processes and meet SLA targets.
• Strong attention to detail for accurate data entry and documentation.
• Good communication skills to explain technical information clearly.

Required skills

• Proficiency with the RAVE ticketing system or similar support platforms.
• Familiarity with knowledge‑base tools for troubleshooting.

What we offer

• Opportunities for continuous product training and skill development.
• Collaborative environment with team‑leader support.