Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound 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 incoming help requests via phone and email, documenting client details and issue nature.
• Follow standard processes to resolve queries within SLA targets, escalating when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Record all interactions in the RAVE system and designated tracking software.
• Analyze call logs to identify trends and recommend preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure contractual compliance.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow documented procedures and maintain detailed logs.
• Proactive in learning product details and updating self‑help resources.
• Willingness to participate in ongoing product training and knowledge sharing.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with the designated call‑and‑email tracking software.

What we offer

• Opportunities for continuous learning and product certification.
• Collaborative environment with team‑leader support.