Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues efficiently while meeting defined service level agreements.

Key responsibilities

• Field incoming client queries through telephone and email in a courteous manner.
• Document end‑user details, problem description and resolution steps in the RAVE system.
• Follow standard processes to resolve issues and meet SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate complex or delayed issues to the Team Leader.
• Provide step‑by‑step guidance on product navigation and features.
• Record all interactions using the designated tracking software and ensure accurate logging.
• Offer alternative solutions when appropriate to retain customer business.
• Participate in product trainings and self‑learning to stay current.

Required profile

• Strong customer‑service orientation with a professional and courteous communication style.
• Ability to follow documented procedures and meet SLA requirements.
• Attention to detail for accurate documentation and logging.
• Proactive attitude in identifying trends and escalating issues.

Required skills

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