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 and ensuring issues are resolved within defined service level agreements.

Key responsibilities

• Field all client help requests courteously and document user details and issue nature.
• Manage transactions and maintain quality standards while updating availability in the RAVE system.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard processes to resolve client queries and meet SLA commitments.
• Maintain internal knowledge bases, FAQs, and self‑help documents to improve resolution speed.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and ensure contract compliance.
• Participate in product trainings and update job knowledge continuously.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow detailed procedures and meet SLA targets.
• Attention to detail for accurate documentation and logging.
• Proactive attitude toward learning product features and troubleshooting techniques.
• Team player who collaborates with leaders to improve service quality.

Required skills

• Experience using the RAVE system for availability management.
• Proficiency with tracking software for logging calls and emails.