Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. The role focuses on accurate documentation, timely issue resolution, and continuous improvement of support processes.

Key responsibilities

• Receive and log all client help requests via phone or email in a courteous manner.
• Diagnose, troubleshoot, and resolve technical issues according to defined SLAs.
• Maintain detailed records of each interaction, including user information, problem description, and resolution steps.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Update and manage personal availability in the RAVE system to optimize productivity.
• Contribute to knowledge‑base articles and self‑help documentation to reduce repeat queries.
• Monitor call logs to identify recurring trends and suggest preventive actions.
• Follow up with customers to confirm satisfaction and gather feedback.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to work under pressure while maintaining high quality standards.
• Attention to detail for accurate data entry and documentation.
• Proactive attitude toward learning product details and support tools.
• Team player willing to collaborate on training and process improvements.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑tracking or ticketing software.