Production Agent L1 – Technical Support

About the role

The Production Agent L1 is responsible for delivering effective technical support to clients through phone and email. The role focuses on resolving issues promptly, adhering to service level agreements, and maintaining high standards of customer satisfaction.

Key responsibilities

• Handle inbound help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Track, record, and follow up on all queries using the designated ticketing software.
• Apply standard processes to resolve client issues within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Conduct scheduled callbacks to gather feedback and ensure compliance.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow documented procedures and meet defined quality standards.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and tracking.
• Experience using ticketing/tracking software to log and manage support requests.
• Familiarity with knowledge‑base tools for creating and maintaining self‑help resources.