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 promptly, meeting defined service level agreements (SLAs) and ensuring a high level of customer satisfaction.

Key responsibilities

• Manage client transactions and support requests while adhering to quality standards.
• Field all incoming help requests courteously and document end‑user information.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard procedures to resolve client issues within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate menus, and offer step‑by‑step troubleshooting.
• Conduct scheduled callbacks to gather feedback and ensure compliance.

Required profile

• Strong verbal and written communication skills.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and a customer‑focused attitude.
• Capability to work under SLA pressure and meet productivity targets.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking software for call and email logging.
• Ability to navigate and update knowledge‑base resources.