Production Agent Level 1 – 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 resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing accurate user details and issue descriptions.
• Diagnose and troubleshoot product‑related problems, guiding users step‑by‑step to resolution.
• Document all actions taken, outcomes, and any escalations in the RAVE system and designated tracking software.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents to improve future response efficiency.
• Identify recurring issues, analyze call trends, and recommend preventive measures.
• Escalate complex or time‑critical cases to the Team Leader while adhering to SLA timelines.
• Provide product information and disclosures before and after interactions to avoid legal complications.
• Follow up with customers for feedback and to confirm issue resolution.

Required profile

• Strong communication skills with a courteous and professional phone and email demeanor.
• Ability to work under defined SLA targets and manage multiple queries simultaneously.
• Attention to detail for accurate documentation and data entry.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using a call‑center tracking software to log and monitor interactions.
• Familiarity with internal knowledge‑base tools and FAQ management.