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. The role focuses on accurate documentation, timely issue resolution, and continuous improvement of support processes.

Key responsibilities

• Receive and manage all incoming help requests via telephone and email in a courteous, professional manner.
• Document client identification details, problem description, and resolution steps in the RAVE system.
• Track, record, and update the status of each query using the designated tracking software.
• Follow standard procedures to resolve issues within defined SLA parameters.
• Access and maintain internal knowledge bases and FAQs to support effective problem solving.
• Identify recurring trends from call logs and contribute to self‑help documentation.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct follow‑up callbacks to capture feedback and ensure compliance with contracts.
• Participate in product training and share learning with the team.

Required profile

• Strong attention to detail and ability to follow documented processes.
• Excellent communication skills for phone and email interactions.
• Ability to work under SLA pressure and prioritize multiple requests.
• Willingness to continuously learn product features and updates.
• Proactive attitude toward identifying and reporting recurring issues.

Required skills

• Proficiency with the RAVE system for availability and case management.
• Experience using a tracking software to log calls and emails.