Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, timely escalation, and continuous improvement of support processes.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Maintain personal availability in the RAVE system to support process productivity.
• Follow standard procedures to resolve queries within SLA targets.
• Access and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate critical or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Conduct follow‑up callbacks to capture feedback and ensure compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Excellent verbal and written communication skills.
• Strong attention to detail and ability to follow documented processes.
• Customer‑focused attitude with a commitment to high service quality.
• Ability to work under SLA pressure and manage multiple queries simultaneously.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using a tracking software to log calls and emails.