Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved promptly, either directly or through escalation, to meet service level agreements.

Key responsibilities

• Manage client transactions while maintaining required quality standards.
• Field all incoming help requests courteously and document user details and issue nature.
• Update personal availability in the RAVE system to optimize productivity.
• Record, track, and document queries, problem‑solving steps, and outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious issues to the Team Leader when necessary.
• Provide product guidance, troubleshoot issues, and offer alternative solutions to retain customers.

Required profile

• Strong communication skills with a courteous phone and email demeanor.
• Ability to follow documented procedures and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking software for call and email management.

What we offer

• Opportunities for product training and skill development.
• Collaborative environment with team‑leader support.