Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides first‑line technical support for client inquiries, handling phone and email requests while ensuring service level agreements are met. The role focuses on accurate documentation, timely issue resolution, and continuous improvement of support processes.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and resolve client queries following defined SLAs.
• Maintain and contribute to internal knowledge bases and FAQ resources.
• Analyze call logs to identify recurring issues and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide step‑by‑step guidance to clients navigating product menus.
• Follow up with scheduled callbacks to capture feedback and ensure compliance.
• Participate in product trainings and self‑learning to stay current on features.

Required profile

• Strong communication skills and a courteous phone manner.
• Attention to detail and ability to follow documented procedures.
• Capacity to work under SLA pressure and meet productivity targets.
• Willingness to learn product details and continuously improve support knowledge.
• Team‑oriented mindset with the ability to collaborate on training initiatives.

Required skills

• Proficiency with the RAVE system for availability tracking.
• Experience using a tracking software to log calls and emails.
• Ability to navigate and update internal knowledge bases.