Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements (SLAs). The role requires accurate documentation, timely escalation, and continuous improvement of self‑service resources.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system and log all interactions using the designated tracking software.
• Follow standard processes to resolve queries within SLA targets.
• Maintain internal knowledge bases and self‑help documents to accelerate issue resolution.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate red‑flag issues to the Team Leader when resolution is delayed.
• Provide product information and disclosures before and after each interaction.
• Conduct follow‑up callbacks to capture feedback and ensure compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong verbal communication skills and a courteous, professional demeanor.
• Ability to follow documented procedures and maintain detailed records.
• Attention to detail and capacity to work under SLA pressure.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system.
• Experience using a call‑tracking software platform.

What we offer

• Structured training programs and ongoing product education.
• Opportunities to develop expertise in technical support and client service.