Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling inbound calls and emails while ensuring issues are resolved within defined service level agreements. The role focuses on delivering courteous, accurate assistance and escalating complex cases when necessary.

Key responsibilities

• Manage client transactions and support requests in accordance with quality standards.
• Field incoming help requests via telephone and email, documenting user details and problem descriptions.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and document all queries, troubleshooting steps, and resolution outcomes.
• Follow standard procedures to resolve client issues within SLA commitments.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure contract compliance.

Required profile

• Excellent verbal and written communication skills with a courteous demeanor.
• Strong attention to detail and ability to follow documented processes.
• Willingness to continuously learn product details and updates.
• Capability to work independently while collaborating with team leaders.

Required skills

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