The Support Agent is the first point of contact for users reporting issues within the DrBalcony back-office. This role involves communicating with users to understand their problems, providing quick resolutions for non-technical issues, and filtering out real technical bugs to escalate to the First-Level Support. The Support Agent plays a critical role in ensuring user satisfaction and maintaining the efficiency of the technical support team.
Key Responsibilities:
User Interaction:
• Act as the first line of communication for users reporting issues via the ticketing system or other communication channels (e.g., WhatsApp).
• Understand and document user issues effectively, ensuring all relevant details are captured.
Problem Solving:
• Identify and resolve simple, non-technical issues directly (e.g., user errors, incorrect settings).
• Use the knowledge base or training provided to assist users without involving the technical team.
Issue Filtering:
• Filter real technical bugs from non-technical issues.
• Forward technical issues to First-Level Support for further triage and resolution.
Ticket Management:
• Log all user interactions and outcomes in the ticketing system.
• Track the status of issues, providing updates to users as necessary.
Collaboration:
• Communicate with First-Level Support to clarify any unclear issues.
• Assist in documenting common user issues to improve the efficiency of the support process.
Skills and Qualifications:
• Strong communication and interpersonal skills.
• Ability to explain complex issues in simple terms.
• Basic understanding of software and system functions (training provided).
• Ability to prioritize and filter issues efficiently.
• Organized and detail-oriented in managing user tickets.
• Collaborative attitude with a willingness to learn.
Education:
- A degree or coursework in Information Technology, Computer Science, or a related field is a plus, but not mandatory.
Experience:
- 1-2 years of experience in customer service, technical support, or a related field is preferred.
- Previous experience in communicating with users to troubleshoot basic software issues is an advantage.
- Familiarity with ticketing systems or help desk software (e.g., Jira, Zendesk, or any similar platform) is beneficial but not mandatory, as training will be provided.
Skills:
- Communication: Strong verbal and written communication skills. Ability to interact with users professionally and with patience.
- Problem-Solving: Basic troubleshooting skills and a methodical approach to identifying issues.
- Technical Aptitude:
A foundational understanding of software systems and the ability to quickly learn how the DrBalcony system works.
- Customer Service: Strong customer service orientation with a focus on user satisfaction and the ability to manage multiple conversations simultaneously.
- Organizational Skills: Detail-oriented and able to log, track, and escalate issues systematically.
Personal Traits:
- Ability to work independently while also collaborating closely with First-Level Support.
- Willingness to learn and adapt in a dynamic, fast-paced environment.
- Empathy and patience when handling user issues, particularly those who may not have a technical background.