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 defined service level agreements. The role focuses on delivering courteous, accurate assistance while maintaining detailed records of all interactions.

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 targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure contract compliance.

Required profile

• Strong customer‑service orientation with a professional phone etiquette.
• Excellent attention to detail and ability to follow documented procedures.
• Good analytical skills to spot trends and propose improvements.
• Willingness to participate in ongoing product training.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑tracking and ticketing software.
• Ability to navigate and update knowledge‑base resources.

What we offer

• Opportunities for continuous learning and product certification.
• Collaborative environment with regular coaching from team leaders.