Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records.

Key responsibilities

• Field all incoming help requests via telephone and email, documenting client details and issue nature.
• Manage transactions and process queries according to quality standards and SLA requirements.
• Record, track, and document each interaction, including problem‑solving steps and outcomes.
• Access and update internal knowledge bases and self‑help documents to aid rapid resolution.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Follow up with scheduled callbacks to capture feedback and ensure compliance.

Required profile

• Strong verbal and written communication skills.
• Ability to follow standard processes and maintain detailed records.
• Customer‑focused attitude with a commitment to service excellence.
• Willingness to participate in product training and continuous learning.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using call‑tracking or ticketing software.
• Familiarity with internal knowledge‑base tools.

What we offer

• Opportunities for skill development through product‑specific training.
• Collaborative environment with regular feedback loops.