Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling inbound telephone and email requests. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field all incoming help requests from clients via phone or email in a courteous manner.
• Document end‑user information, issue details, and update availability in the RAVE system.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Access and maintain internal knowledge bases and FAQs to aid problem resolution.
• Identify recurring trends from call logs and update self‑help documents.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer step‑by‑step solutions.
• Maintain accurate logs of all interactions using the designated tracking software.
• Conduct follow‑up callbacks to capture feedback and ensure compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong communication skills and a courteous phone manner.
• Attention to detail and ability to follow documented procedures.
• Capacity to work under SLA pressure and manage multiple queries.
• Willingness to learn product details and continuously improve knowledge.

Required skills

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