Production Agent (Level 1) – 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 promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Manage client transactions and support requests while adhering to quality standards.
• Field incoming calls and emails, document user information, and log problem details.
• Follow standard procedures to diagnose, troubleshoot, and resolve client queries within SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate critical or unresolved issues to the Team Leader in a timely manner.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional phone demeanor.
• Ability to document and track queries accurately.
• Attention to detail and capacity to follow defined processes.
• Willingness to continuously learn product details and updates.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with a designated tracking software for call and email logging.