Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides technical support for client processes, handling incoming help requests via phone and email. The role ensures issues are resolved promptly, either directly or through escalation, to meet service level agreements.

Key responsibilities

• Manage client transactions while maintaining required quality standards.
• Field all incoming help requests courteously and document user details and issue nature.
• Update personal availability in the RAVE system to support process productivity.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Follow standard procedures to resolve client queries within SLA limits.
• Maintain internal knowledge bases, FAQs, and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious issues to the Team Leader when necessary.
• Provide product guidance, troubleshoot client issues, and offer alternative solutions to retain business.
• Schedule callbacks, gather feedback, and ensure compliance with contracts.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail and capability to identify recurring issues.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system or similar tracking tools.
• Experience using knowledge‑base platforms and FAQ management.