Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides front‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on diagnosing issues, guiding users through solutions, and ensuring service level agreements (SLAs) are met.

Key responsibilities

• Receive and log all client inquiries in the RAVE system and designated tracking software.
• Diagnose problems, follow standard procedures, and resolve issues within contractual SLAs.
• Document client information, problem details, and resolution steps for each interaction.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Conduct follow‑up calls to capture feedback and verify compliance.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to work under pressure while maintaining accuracy and quality.
• Attention to detail for logging and documentation.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using tracking software for call and email management.
• Familiarity with knowledge‑base tools and FAQ maintenance.