Empleo en Mexico
Última actualización: 10 hace días
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 ...Ver másÚltima actualización: 25 hace días
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Support Agent
DrBalconyMXHace 25 días
Tipo de empleo
- Teletrabajo
- Solicitud rápida
Descripción del trabajoIdentify 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. Filter real technical bugs from non-technical issues. Forward technical issues to First-Level Support for further triage and resolution. Log all user interactions and outcomes in the ticketing system. Track the status of issues, providing updates to users as necessary. Communicate with First-Level Support to clarify any unclear issues. Assist in documenting common user issues to improve the efficiency of the support process. 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. A degree or coursework in Information Technology, Computer Science, or a related field is a plus, but not mandatory. 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. 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. 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.
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 :
Issue Filtering :
Ticket Management :
Collaboration :
Skills and Qualifications :
Requirements
Education :
Experience :
Skills :
Personal Traits :