Production Agent L1 – 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 quickly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Maintain up‑to‑date availability status in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within defined SLAs.
• Access and update internal knowledge bases and FAQs to aid problem resolution.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product information and disclosures before and after interactions.
• Offer alternative solutions when appropriate to retain client business.
• Schedule callbacks, record feedback, and ensure compliance with contracts.
• Participate in product trainings and self‑learning to stay current with features.

Required profile

• Strong communication skills and a courteous phone manner.
• Ability to follow detailed processes and documentation standards.
• Problem‑solving mindset with attention to detail.
• Capacity to work under SLA pressure while maintaining quality.
• Willingness to continuously learn product details and updates.

Required skills

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