Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly while meeting defined service level agreements and maintaining high standards of customer service.

Key responsibilities

• Field incoming client requests, document user information and problem details.
• Use the RAVE system and designated tracking software to log and monitor all interactions.
• Follow standard processes to diagnose, troubleshoot, and resolve client queries within SLA limits.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or time‑critical problems to the Team Leader.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Conduct follow‑up calls to capture feedback and verify compliance.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented procedures and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product details and updates.
• Capability to identify red flags and escalate when necessary.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking or ticketing software.