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 delivering prompt, courteous service while meeting defined service level agreements.

Key responsibilities

• Receive and log all client inquiries, documenting user details and issue nature.
• Diagnose and resolve technical problems following standard procedures.
• Escalate complex or time‑critical issues to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends.
• Ensure compliance with service agreements and legal requirements.
• Perform scheduled callbacks to gather feedback and verify SLA compliance.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous phone and email demeanor.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate record‑keeping.
• Willingness to learn product details and internal tools.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using tracking software for call and email logging.
• Basic troubleshooting techniques for software‑based products.