Tier 1 Support Agent & Implementer

Job Summary:
As a Tier 1 Support Agent, you will be responsible for providing timely and effective support to end-users, addressing their inquiries, resolving issues, and ensuring a positive customer experience. You will serve as the initial point of contact for technical and non-technical assistance.
Key Responsibilities:
Customer Assistance: Respond to customer inquiries via chat channel in a friendly and professional manner.
Issue Identification: Accurately identify and document customer issues, inquiries, or complaints. Determine the nature and severity of the problem and categorize it appropriately.
Troubleshooting: Provide step-by-step guidance to customers for troubleshooting technical problems with products, services, or software. Utilize knowledge bases and resources to assist in issue resolution.
Customization: If required, collaborate with Customer Success team to customize the software to meet specific customer business requirements.
Documentation: Maintain detailed records of customer interactions and resolutions in a ticketing system.
Escalation: Escalate complex or unresolved issues to Tier 2 or higher support teams while ensuring all relevant information is passed on.
Product Knowledge: Stay up-to-date with the company’s products, services, and policies to provide accurate information to customers.
Customer Education: Educate customers on how to use products or services effectively and provide tips for maximizing their benefits.
Feedback: Collect and relay customer feedback and suggestions for product improvement to relevant teams.
Quality Assurance: Ensure that support interactions meet or exceed established quality and performance metrics, such as response times and customer satisfaction scores.
Team Collaboration: Collaborate with colleagues and higher-tier support agents to share knowledge and improve support processes.
Continuous Learning: Stay current with industry trends and technologies to enhance your support capabilities.
Qualifications:
High school diploma or equivalent; some college education or relevant certifications may be preferred.
Excellent communication skills, both written and verbal in English.
Customer-oriented attitude with a passion for helping others.
Basic understanding of technical concepts and the ability to learn new technologies quickly.
Strong problem-solving skills and attention to detail.
Patience and the ability to remain calm under pressure.
Familiarity with helpdesk or ticketing systems is a plus.