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 focuses on delivering courteous, efficient service while meeting defined service level agreements (SLAs).

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing accurate user details and issue descriptions.
• Diagnose and resolve technical problems following standard processes, using internal knowledge bases and FAQs.
• Maintain and update self‑help documentation to accelerate future resolutions.
• Track and document each interaction, including steps taken, outcomes, and any escalations.
• Identify recurring issues, analyse call logs for trends, and propose preventive measures.
• Escalate complex or time‑critical cases to the Team Leader in accordance with SLA requirements.
• Provide clear product information and disclosures before and after each interaction.
• Conduct scheduled follow‑ups and callbacks to gather feedback and ensure compliance.

Required profile

• Excellent verbal and written communication skills with a courteous, professional demeanor.
• Strong attention to detail and ability to follow documented procedures.
• Capability to work under defined SLAs and manage multiple queries simultaneously.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar call‑center tracking tools.
• Experience using ticketing or help‑desk software to log and manage client interactions.
• Ability to navigate product menus and troubleshoot software‑related issues.