Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client‑facing processes. Working with telephone and email channels, the role ensures queries are handled efficiently and in line with service‑level agreements.

Key responsibilities

• Receive and log incoming help requests via phone or email, recording client details and issue description.
• Diagnose problems, guide users through step‑by‑step solutions, and document all actions taken.
• Maintain and update availability in the RAVE system to support process productivity.
• Follow standard procedures and SLA targets to resolve queries, escalating complex cases to the Team Leader.
• Use internal knowledge bases and FAQs to provide accurate information and create self‑help documentation.
• Track and analyse call logs to identify recurring issues and suggest preventive measures.
• Participate in product training sessions and keep job knowledge current.
• Perform scheduled callbacks to gather feedback and ensure contractual compliance.

Required profile

• Experience handling client inquiries through phone and email in a support environment.
• Familiarity with SLA management and escalation procedures.
• Ability to work with tracking tools and maintain detailed records.
• Strong communication skills and a customer‑focused attitude.

Required skills

• RAVE system
• Tracking software for call and email logging