Support Agent

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.