Production Agent L1 – 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 ensures issues are resolved promptly or escalated according to service level agreements, maintaining high quality standards.

Key responsibilities

• Field all client help requests courteously and document user information, problem description, and contact details.
• Manage transactions and update personal availability in the RAVE system to meet productivity targets.
• Record, track, and document every query, including problem‑solving steps and resolution outcomes.
• Follow standard processes to resolve client issues within SLA limits and maintain internal knowledge bases.
• Identify recurring trends from call logs and update self‑help documents to prevent future problems.
• Escalate serious or unresolved issues to the Team Leader and ensure compliance with service agreements.
• Provide step‑by‑step guidance on product navigation, troubleshoot queries, and offer alternative solutions to retain customers.
• Conduct follow‑up calls, gather feedback, and participate in product training to stay current.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Attention to detail for accurate documentation and logging.
• Ability to follow established procedures and meet SLA targets.
• Proactive in identifying red flags and escalating when necessary.
• Commitment to continuous learning and product knowledge improvement.

Required skills

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