Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling calls and emails while ensuring service level agreements are met. This role focuses on diagnosing issues, guiding users through solutions, and maintaining accurate records of all interactions.

Key responsibilities

• Receive and log incoming client requests via phone or email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries within defined SLA timeframes.
• Access and update internal knowledge bases and FAQs to aid problem solving.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or unresolved cases to the Team Leader promptly.
• Maintain self‑help documentation and ensure clients receive required product disclosures.
• Perform scheduled callbacks to gather feedback and verify compliance with contracts.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow detailed processes and document actions accurately.
• Problem‑solving mindset with attention to detail.
• Willingness to learn product details and continuously improve knowledge.
• Team player who can collaborate with leaders on training and process improvements.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using ticketing or tracking software to record calls and emails.