Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide effective technical support to our clients. The role involves handling incoming help requests via phone and email, ensuring issues are resolved within defined SLAs, and maintaining accurate records of all interactions.

Key responsibilities

• Field and respond to client help requests through telephone and email in a courteous manner.
• Document end‑user information, nature of the problem, and resolution steps in the RAVE system.
• Track, record, and monitor all queries, following standard processes to meet SLA commitments.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues, analyze call logs, and propose preventive measures.
• Escalate critical or unresolved issues to the Team Leader promptly.
• Provide product guidance, troubleshoot client queries, and offer alternative solutions to retain business.
• Conduct follow‑up calls and scheduled callbacks to gather feedback and ensure compliance.
• Participate in product trainings and continuous learning to stay current with features and updates.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly and professionally.
• Attention to detail and ability to follow documented procedures.
• Capability to work independently while collaborating with team members and leaders.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with ticketing or tracking systems (e.g., RAVE).
• Experience handling phone and email support channels.