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 and email. The role ensures issues are resolved promptly or escalated according to service level agreements, while maintaining accurate records and knowledge resources.

Key responsibilities

• Field all client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system to optimise productivity.
• Record, track, and log all queries using the designated tracking software.
• Follow standard processes to resolve issues within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Offer alternative solutions to retain customers and ensure compliance with contracts.
• Conduct follow‑up callbacks and gather feedback.
• Participate in product training and update job knowledge continuously.

Required profile

• Strong communication skills and a courteous phone manner.
• Ability to follow documented procedures and meet SLA targets.
• Attention to detail for accurate data entry and logging.
• Proactive attitude toward learning product details and troubleshooting.
• Capability to identify red‑flag situations and act accordingly.

Required skills

• Experience with the RAVE system or similar workforce management tools.
• Proficiency in using call‑tracking or ticketing software.
• Knowledge‑base management and documentation skills.

What we offer

• Opportunities for continuous product training and skill development.
• Collaborative environment with team‑leader support.