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 focuses on resolving issues quickly, documenting interactions, and ensuring service level agreements (SLAs) are met.

Key responsibilities

• Field all client help requests courteously through telephone and email.
• Document end‑user information, issue details, and resolution steps in the RAVE system.
• Maintain up‑to‑date availability status to support process productivity.
• Follow standard procedures to resolve queries within defined SLAs.
• Access and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate critical issues to the Team Leader when necessary.
• Provide product information and disclosures before and after interactions.
• Offer alternative solutions to retain customers and schedule follow‑up callbacks.
• Participate in product trainings and continuous learning initiatives.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow detailed processes and meet SLA targets.
• Attention to detail for accurate documentation and record‑keeping.
• Proactive attitude toward learning product features and updates.
• Capability to identify red‑flag situations and act accordingly.

Required skills

• Experience using the RAVE system or similar call‑center tracking tools.

What we offer

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