Support Agent

Assist customers when only human intervention is needed.

Mission

Address customer inquiries, resolve complaints, and provide information about products/services to ensure customer satisfaction and retention.

First point of contact, hear the customer out, make them feel heard, decipher the problem, ask appropriate questions, and follow the appropriate channels to provide a resolution.

Translate a customer's request or inquiry into terms and language that is accessible and actionable by Interns, Junior Developers, and Senior Developers.

The role involves effective communication, problem-solving skills, and a customer-centric approach.

Responsibilities

  • Responding to customer inquiries: Address customer concerns via phone, email, or live chat promptly and professionally during normal business hours.

  • Issue Resolution: Investigate and resolve customer issues efficiently and while maintaining a positive attitude.

  • Product Knowledge + Continuous Learning: Maintain an in-depth understanding of company services to provide accurate information and support to customers.

  • Documentation: Maintain accurate records of customer interactions and transactions using this systems (To Be Determined)

  • Escalation Handling: Escalate complex issues to the appropriate teams for fast resolution.

  • Proactive Communication: Reach out to customers proactively to follow up on previous interactions or provide updates as necessary.

  • Team Collaboration: Collaborate with team members to provide the highest level of customer service.

  • Helpdesk: Update and maintain help desk articles with latest product updates and most frequently asked questions by customers (Support Level 0-1).

  • Customer Relationships: Interact with and respond to customers with tact and good will to make them feel comfortable and valued to the company.

  • Filter customer communication: Report only useful facts to the tech team that is relevant for the successful resolution of issues. Keep emotions and negativity out of the discussion.

Performance indicators

  • Response time (email, phone, chat,...).

  • Ticket follow up & resolution time.

  • Documentation.

  • CSAT (Customer Satisfaction Score).

Positions & Support levels

  • Level 0: Self help with user documentation.

  • Level 1: Help desk (basic issues, known problems, & requests - Non technical).

  • Level 2: Technical support (Interns & Junior Software Engineer).

  • Level 3: Expert Support (Mid-level & Senior Devs).

Resources • Support Lead

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