Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly or escalated according to service level agreements, maintaining high standards of customer service.

Key responsibilities

• Receive and log all client inquiries, capturing detailed user information and problem description.
• Diagnose and troubleshoot client issues, guiding users through step‑by‑step solutions.
• Document all actions taken, resolutions achieved, and any escalations in the RAVE system and other tracking tools.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest process improvements.
• Escalate critical or unresolved cases to the Team Leader in a timely manner.
• Follow up with clients to confirm satisfaction and compliance with contractual SLAs.

Required profile

• Strong communication skills with a courteous and professional phone and email etiquette.
• Ability to work under defined SLAs and meet quality standards.
• Attention to detail for accurate documentation and data entry.
• 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 logging.
• Familiarity with knowledge‑base management tools.