Production Agent Level 1 – Technical Support

About the role

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

Key responsibilities

• Field all incoming client help requests courteously via phone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and resolve queries while adhering to SLA targets.
• Utilise internal knowledge bases and FAQs to deliver effective solutions.
• Identify recurring issues from call logs and contribute to self‑help documentation.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product information and disclosures before and after interactions.
• Offer alternative solutions to retain customers where appropriate.
• Conduct scheduled callbacks to gather feedback and ensure compliance.
• Participate in product trainings and update job knowledge regularly.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow standard processes and meet SLA commitments.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to comply with service agreements and avoid legal challenges.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using designated tracking software for call and email logging.
• Ability to navigate product menus and understand product features.