Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records.

Key responsibilities

• Field all client help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Perform scheduled callbacks to gather feedback and ensure compliance.
• Participate in product trainings to stay current on features and updates.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to follow documented procedures and maintain detailed logs.
• Proactive in identifying trends and suggesting improvements.
• Willingness to continuously learn product details and support tools.

Required skills

• Experience using the RAVE system for availability and tracking.
• Proficiency with the designated tracking software for call and email logging.
• Ability to navigate product menus and guide users through step‑by‑step solutions.