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 or email. The role focuses on resolving issues promptly, adhering to service level agreements, and maintaining accurate records of all interactions.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and FAQs.
• Identify recurring issues from call logs and suggest preventive actions.
• Escalate complex or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Strong communication skills with a courteous phone and email etiquette.
• Ability to work under defined SLA targets and meet quality standards.
• Attention to detail for accurate documentation and tracking.
• Willingness to continuously learn product features and updates.

Required skills

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