Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support for client inquiries, ensuring issues are resolved promptly and service level agreements (SLAs) are met. The role involves handling incoming help requests via phone and email, documenting client information, and escalating complex cases when necessary.

Key responsibilities

• Manage transactions and support processes while adhering to quality standards.
• Field all incoming client requests courteously through telephone and email.
• Document end‑user details, problem nature, and resolution steps in the tracking system.
• Update personal availability in the RAVE system to maintain process productivity.
• Follow standard procedures to resolve queries within SLA timelines.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure contract compliance.

Required profile

• Strong verbal communication skills and a courteous phone demeanor.
• Excellent problem‑solving abilities and attention to detail.
• Ability to follow documented processes and meet SLA targets.
• Proactive attitude toward learning product features and updates.
• Team player who collaborates with leaders to improve service quality.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using a designated tracking software for call and email logging.
• Familiarity with internal knowledge‑base tools and FAQ management.