Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via telephone and email. The role focuses on resolving issues promptly, meeting defined service level agreements, and maintaining high-quality documentation of all interactions.

Key responsibilities

• Field incoming client requests courteously through phone and email.
• Document end‑user details, problem description, and resolution steps.
• Update personal availability in the RAVE system to ensure process productivity.
• Record, track, and log all queries using the designated tracking software.
• Follow standard procedures to resolve client issues within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate menus, and offer step‑by‑step troubleshooting.
• Conduct scheduled callbacks to gather feedback and verify compliance.
• Participate in product trainings to stay current with features and updates.

Required profile

• Strong communication skills and a courteous phone manner.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and analytical mindset for trend analysis.
• Proactive attitude toward learning product details and system tools.
• Capability to work independently while meeting SLA targets.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software for logging calls and emails.
• Familiarity with internal knowledge‑base tools.