SUPPORT AGENT
Descripción de la oferta de empleo
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.
ey Responsibilities.
ser Interaction.
• Act as the first line of communication for users reporting issues via the ticketing system or other communication channels (e.
., WhatsApp).
• Understand and document user issues effectively, ensuring all relevant details are captured.
roblem Solving.
• Identify and resolve simple, non-technical issues directly (e.
., user errors, incorrect settings).
• Use the knowledge base or training provided to assist users without involving the technical team.
ssue Filtering.
• Filter real technical bugs from non-technical issues.
• Forward technical issues to First-Level Support for further triage and resolution.
icket Management.
• Log all user interactions and outcomes in the ticketing system.
• Track the status of issues, providing updates to users as necessary.
ollaboration.
• Communicate with First-Level Support to clarify any unclear issues.
• Assist in documenting common user issues to improve the efficiency of the support process.
kills 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.
Detalles de la oferta
- DrBalcony
- En todo México
- Sin especificar - Sin especificar
- 07/01/2025
- 07/04/2025
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