Production Agent L1 (Technical Support)

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via telephone and email. The role focuses on resolving issues directly or escalating them promptly to meet defined service level agreements (SLAs) while maintaining high quality standards.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field all incoming help requests courteously and document end‑user details.
• Update personal availability in the RAVE system to optimise productivity.
• Record, track, and document queries, problem‑solving steps, and outcomes.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain internal knowledge bases and FAQs to aid problem resolution.
• Identify product details, troubleshoot issues, and guide users through step‑by‑step solutions.
• Analyze call logs to spot trends and prevent future problems.
• Escalate serious issues to the Team Leader when necessary.
• Provide accurate product information and disclosures before and after interactions.
• Offer alternative solutions to retain customers and schedule follow‑up callbacks.

Required profile

• Excellent communication skills with a courteous phone and email manner.
• Strong attention to detail for accurate documentation and tracking.
• Ability to follow established processes and meet SLA commitments.
• Proactive attitude toward learning product features and updates.
• Capability to identify trends from call logs and suggest improvements.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software to log calls and emails.
• Ability to navigate and maintain internal knowledge bases.