Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide technical support to clients, handling incoming help requests via phone and email. The role focuses on delivering prompt, courteous assistance while meeting service level agreements.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field incoming calls and emails, document user information and issue details.
• Update personal availability in the RAVE system and log all interactions in the tracking software.
• Follow standard procedures to resolve queries within SLA, escalating complex cases to the Team Leader.
• Maintain and update internal knowledge bases, FAQs and self‑help documents.
• Analyze call logs to identify trends and suggest preventive actions.
• Provide product guidance, troubleshoot issues, and offer alternative solutions to retain customers.
• Schedule callbacks, gather feedback and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow processes, document actions accurately and meet SLA targets.
• Willingness to learn product details and participate in ongoing training.
• Attention to detail and capability to identify red‑flag issues.

Required skills

• Proficiency with ticketing or tracking software (e.g., RAVE).
• Basic knowledge of internal knowledge‑base tools.