Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly, meeting service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Receive and log client queries through telephone and email, documenting user details and problem description.
• Diagnose and troubleshoot product issues, guiding users through step‑by‑step solutions.
• Escalate complex or unresolved cases to the Team Leader according to SLA requirements.
• Maintain and update knowledge bases, FAQs, and self‑help documents.
• Track all interactions in the RAVE system and other designated tracking tools.
• Identify recurring issues from call logs and suggest preventive actions.
• Provide accurate product information and ensure compliance with service agreements.

Required profile

• Strong communication skills with a courteous and professional phone manner.
• Ability to follow standard processes and document actions clearly.
• Attention to detail and ability to manage multiple tickets efficiently.
• Willingness to learn product details and participate in ongoing training.

Required skills

• Experience using the RAVE system or similar call‑center tracking software.
• Basic proficiency with email handling and knowledge‑base tools.

What we offer

• Opportunity to develop technical support expertise in a fast‑paced environment.
• Access to product training and continuous learning resources.