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 or email and ensuring issues are resolved within defined service level agreements. The role combines customer service with process management to maintain high‑quality service delivery.

Key responsibilities

• Receive and log all client help requests, documenting user details and problem description.
• Diagnose and troubleshoot technical issues, guiding users through step‑by‑step solutions.
• Maintain and update availability in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within SLA targets.
• Update internal knowledge bases, FAQs and self‑help documents to improve future resolutions.
• Identify recurring issues, analyze call logs and suggest preventive actions.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product information and disclosures before and after each interaction.
• Conduct follow‑up calls or emails to capture feedback and verify compliance.
• Participate in product training and share learning needs with team leaders.

Required profile

• Excellent verbal and written communication skills.
• Professional, courteous attitude when dealing with clients.
• Strong attention to detail and ability to follow documented processes.
• Ability to manage multiple queries simultaneously and prioritize effectively.
• Team‑player mindset with willingness to collaborate on training initiatives.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using call‑center or ticketing software for logging and routing requests.
• Basic knowledge of product troubleshooting and navigation.

What we offer

• Structured training program to develop technical and product expertise.
• Opportunities for career progression within a fast‑growing support operation.
• Collaborative team environment focused on continuous improvement.