Support Agent - Remote

Overview

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.

In Short

• Act as the first line of communication for users reporting issues.
• Understand and document user issues effectively.
• Identify and resolve simple, non-technical issues directly.
• Filter real technical bugs from non-technical issues.
• Log all user interactions and outcomes in the ticketing system.
• Track the status of issues and provide updates to users.
• Communicate with First-Level Support for clarification.
• Assist in documenting common user issues.
• Collaborative attitude with a willingness to learn.
• Organized and detail-oriented in managing user tickets.

Requirements

• Strong communication and interpersonal skills.
• Ability to explain complex issues in simple terms.
• Basic understanding of software and system functions.
• Ability to prioritize and filter issues efficiently.
• Organized and detail-oriented.
• Collaborative attitude.

Benefits

• Training provided for software understanding.
• Opportunity to improve user satisfaction.
• Work in a supportive team environment.