Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling inbound calls and emails, diagnosing issues, and ensuring resolutions meet defined service level agreements. The role is essential for maintaining high‑quality service and operational efficiency.

Key responsibilities

• Field all incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, issue details, and resolution steps in the RAVE system.
• Manage transaction processing while adhering to quality standards and SLA targets.
• Follow standard procedures to resolve queries, update knowledge‑base articles, and maintain self‑help documentation.
• Identify recurring issues, analyze call logs for trends, and propose preventive actions.
• Escalate red‑flag cases to the Team Leader when resolution is delayed.
• Provide product information and disclosures before and after interactions.
• Conduct follow‑up callbacks to capture feedback and verify compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong customer‑service orientation with excellent communication skills.
• Ability to work under pressure while meeting SLA commitments.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to continuously learn product features and updates.
• Proactive attitude in identifying trends and suggesting improvements.

Required skills

• Experience with ticketing or call‑handling platforms (e.g., RAVE system).
• Proficiency in using internal knowledge‑base tools.
• Ability to troubleshoot software or product‑related issues.
• Effective email and phone communication.

What we offer

• Opportunities for continuous training and professional development.
• Collaborative environment with a focus on operational excellence.