Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound calls and emails, diagnosing issues, and ensuring resolutions within agreed service levels. The role focuses on delivering courteous, accurate assistance while maintaining detailed records of all interactions.

Key responsibilities

• Field incoming help requests from clients via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Update personal availability in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within SLA commitments.
• Access and maintain internal knowledge bases and FAQs to aid problem resolution.
• Analyze call logs to identify recurring trends and update self‑help documentation.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product trainings and self‑learning to stay current with features and updates.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to continuously learn product details and service standards.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using ticketing or tracking software to log calls and emails.
• Ability to navigate and update knowledge‑base tools.