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 queries, documenting user details and problem description.
• Diagnose and troubleshoot product issues, guiding users through step‑by‑step solutions.
• Escalate complex or time‑critical cases to the Team Leader while adhering to SLA timelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Provide accurate product information and disclosures before and after interactions.
• Follow up with customers for feedback and ensure contractual compliance.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and maintain detailed records.
• Problem‑solving mindset with attention to detail.
• Willingness to learn product specifics and continuously improve knowledge.
• Team player who collaborates with leaders to identify training needs.

Required skills