Production Agent Level 1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and maintaining accurate documentation.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system to ensure process productivity.
• Record, track, and log all queries using the designated tracking software.
• Follow standard procedures to resolve client issues within SLA limits.
• Access and maintain internal knowledge bases and FAQs for efficient problem solving.
• Analyze call logs to identify recurring trends and update self‑help documents.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate product menus, and offer alternative solutions to retain customers.
• Participate in product trainings and continuously update job knowledge.

Required profile

• Experience handling client support via phone and email.
• Ability to follow documented processes and meet SLA targets.
• Strong documentation and record‑keeping skills.
• Willingness to engage in ongoing product training.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using call‑tracking or ticketing software.