Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via telephone and email. The role ensures issues are resolved promptly or escalated according to service level agreements, while maintaining accurate records of all interactions.

Key responsibilities

• Field client inquiries, document user details, and diagnose problems.
• Update personal availability in the RAVE system and log all transactions using the designated tracking software.
• Follow standard procedures to resolve queries within SLA limits, escalating critical issues to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and propose preventive measures.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product trainings and collaborate with team leaders on learning initiatives.

Required profile

• Professional and courteous communication style.
• Strong attention to detail and ability to follow documented processes.
• Capacity to work under defined SLA pressures and manage multiple queries simultaneously.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system.
• Experience using tracking software for call and email logging.

What we offer

• Opportunities for ongoing product training and skill development.
• Collaborative environment with clear escalation paths.