Support Agent I

Job Description

REQUIREMENTS

• Exceptional customer service skills with demonstrated ability to deliver professional support via phone, email, and chat channels
• Strong written and verbal communication skills with the ability to translate technical information into clear, user-friendly language for diverse audiences
• Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving
• Ability to quickly learn complex systems, products, and integrations while identifying customer needs and implementing efficient solutions
• Positive attitude with strong collaboration skills and commitment to fostering a supportive team culture
• Familiarity with data analytics tools such as SQL or Power BI for basic reporting and data analysis

RESPONSIBILITIES

• Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, empathy, and active listening to fully understand issues before proposing solutions
• Troubleshoot common technical issues including login problems, browser compatibility, and basic connectivity within established SLA timelines
• Resolve routine inquiries, conduct product walk-throughs, and provide accurate information through comprehensive research and knowledge base utilization
• Develop and maintain working knowledge of supported products, their core features, and system interconnections
• Troubleshoot customer issues across supported operating systems and browsers following established procedures
• Navigate support tools and customer accounts to verify configurations and identify root causes
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system
• Adhere to case management guidelines and workflows to ensure proper ticket handling and routing
• Escalate complex technical problems to senior support staff with clear, comprehensive documentation
• Meet or exceed established metric goals including response time, resolution time, customer satisfaction, and quality assurance standards
• Analyze customer needs and route requests to appropriate departments when specialized assistance is required
• Contribute to department projects and continuous improvement initiatives

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