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 focuses on resolving issues promptly, adhering to service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log all client queries through telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the tracking system.
• Follow standard processes to diagnose, troubleshoot, and resolve technical issues within SLA limits.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from call logs and suggest preventive measures.
• Escalate complex or unresolved problems to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and ensure all disclosures are communicated.
• Record availability in the RAVE system to support process productivity.
• Conduct scheduled callbacks to gather feedback and verify compliance.
• Participate in product training to stay current with feature updates.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to follow documented procedures and meet SLA targets.
• Attention to detail for accurate logging and documentation.
• Proactive in identifying trends and suggesting improvements.
• Willingness to engage in continuous learning and product training.

Required skills

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