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 and email. The role ensures issues are resolved efficiently while meeting service level agreements (SLAs) and maintaining high customer satisfaction.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Update personal availability in RAVE to optimise process productivity.
• Record, track, and follow standard procedures to resolve queries within SLA targets.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyse call logs to identify recurring issues and suggest preventive actions.
• Escalate red‑flag or unresolved cases to the Team Leader promptly.
• Provide product information and disclosures before and after each interaction.
• Offer alternative solutions when appropriate to retain client business.
• Schedule callbacks, gather feedback, and ensure contractual compliance.
• Participate in product trainings and share learning with the team.

Required profile

• Strong verbal and written communication skills.
• Ability to follow documented processes and meet SLA deadlines.
• Attention to detail when recording client information and resolution steps.
• Proactive attitude for identifying trends and escalating issues.
• Willingness to continuously learn product features and updates.

Required skills

• Experience with the RAVE system or similar workforce management tools.
• Proficiency in using call‑handling and email tracking software.
• Basic knowledge of knowledge‑base platforms for documentation.

What we offer

• Opportunity to develop expertise in technical support and client relations.
• Structured training programs and continuous learning opportunities.
• Collaborative team environment focused on operational excellence.