Production Agent L1 – Technical Support

About the role

We are looking for a Production Agent L1 to provide technical support to our clients, handling incoming help requests via phone and email. The role focuses on diagnosing issues, guiding users through solutions, and ensuring all interactions meet the defined service level agreements.

Key responsibilities

• Field and log all client help requests courteously via telephone and email.
• Document end‑user information, problem details and resolution steps in the RAVE system.
• Follow standard processes and procedures to resolve queries within SLA targets.
• Access and maintain internal knowledge bases and FAQs to aid problem solving.
• Analyze call logs to identify recurring trends and update self‑help documents.
• Escalate red‑flag issues to the Team Leader when required.
• Provide product information and disclosures before and after each interaction.
• Offer alternative solutions to retain customers and follow up with scheduled callbacks.
• Participate in product trainings and continuously update job knowledge.

Required profile

• Ability to follow standard processes and document all interactions accurately.
• Strong attention to detail and commitment to meeting SLA commitments.
• Professional, courteous communication style with customers.
• Willingness to learn product details and participate in ongoing training.
• Capability to identify and escalate serious client issues promptly.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using call‑tracking or ticketing software.
• Familiarity with internal knowledge‑base tools.