Production Agent L1 – Technical Support

About the role

The Production Agent L1 provides effective technical support to the process, handling client issues via phone or email and ensuring resolution within defined SLAs. The role involves managing transactions, documenting client information, and maintaining knowledge bases to deliver high‑quality service.

Key responsibilities

• Field incoming help requests, record client details, and update availability in the RAVE system.
• Resolve client queries following standard procedures and meet SLA targets.
• Document problem‑solving steps, track outcomes, and maintain call logs.
• Escalate serious issues to the Team Leader when necessary.
• Maintain and update self‑help documents and internal knowledge bases.
• Provide product guidance, navigate menus, and offer alternative solutions to retain customers.

Required profile

• Mandatory skill: Prod Quality & Complaint Management (Medical Device).
• Commitment to ongoing product training and self‑learning.
• Ability to identify trends from call logs and suggest process improvements.

Required skills

• Prod Quality & Complaint Management (Medical Device)
• Proficiency with the RAVE system for availability tracking
• Experience using tracking software for call and email logging