Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide first‑line technical support for client processes. The role involves handling inbound calls and emails, diagnosing issues, and ensuring resolutions meet the agreed service‑level agreements.

Key responsibilities

• Field all incoming help requests from clients via telephone and/or email in a courteous and professional manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Update personal availability in the tracking system to maintain process productivity.
• Record, track, and document all queries, including successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve client queries within SLA limits.
• Access and maintain internal knowledge bases and FAQs to aid problem resolution.
• Analyze call logs to identify recurring trends and update self‑help documents.
• Escalate serious client issues to the Team Leader when required.
• Provide product support, guide users through step‑by‑step solutions, and assist with navigation of product menus.
• Offer alternative solutions where appropriate to retain customer business.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product trainings and update job knowledge continuously.

Required profile

• Strong communication skills with the ability to interact courteously with clients.
• Attention to detail and ability to accurately document interactions.
• Customer‑service orientation and commitment to meeting SLA targets.
• Problem‑solving mindset and ability to follow established procedures.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with the RAVE system or similar tracking tools.
• Experience using internal knowledge‑base platforms.
• Ability to navigate and troubleshoot software applications.