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 and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, effective communication, and continuous improvement of support processes.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Maintain personal availability status to support process productivity.
• Track, record, and follow up on all queries, adhering to SLA targets.
• Access and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product information and disclosures before and after interactions.
• Participate in product trainings and share learning with the team.

Required profile

• Professional and courteous communication style.
• Strong attention to detail for accurate logging and documentation.
• Ability to follow standard processes and escalation procedures.
• Proactive attitude toward learning product features and updates.
• Team‑oriented mindset with willingness to collaborate on training initiatives.

Required skills

• Proficiency with the RAVE tracking system.

What we offer

• Opportunities for continuous product training and skill development.
• Structured environment with clear performance metrics.