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Support Agent

Support Agent

DrBalconyMX
Hace más de 30 días
Tipo de contrato
  • A tiempo completo
  • Teletrabajo
  • Quick Apply
Descripción del trabajo

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.

    • Requirements

    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.