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