Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via telephone and email. The role focuses on resolving issues within defined service level agreements (SLAs) while maintaining high standards of customer service and product knowledge.

Key responsibilities

• Field incoming client requests, record all relevant user information, and log each interaction in the RAVE system.
• Diagnose and troubleshoot client issues, guiding users through step‑by‑step solutions.
• Escalate complex or unresolved problems to the Team Leader in a timely manner.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends and suggest preventive actions.
• Ensure all product disclosures are communicated before and after each interaction.
• Follow up with customers through scheduled callbacks to gather feedback and verify SLA compliance.
• Participate in product training sessions to stay current with feature updates.

Required profile

• Strong verbal and written communication skills with a courteous, professional demeanor.
• Ability to follow standard processes and document all actions accurately.
• Attention to detail and a proactive approach to identifying red‑flag issues.
• Commitment to continuous learning and product knowledge improvement.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using tracking software to record calls and emails.