Support Agent

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Requirements:

• A degree or coursework in Information Technology, Computer Science, or related field is a plus.
• 1-2 years of experience in customer service, technical support, or a related field preferred.
• Previous experience communicating with users for troubleshooting is an advantage.
• Familiarity with ticketing systems or help desk software is beneficial, but training will be provided.
• Strong verbal and written communication skills.
• Basic troubleshooting skills and a methodical approach to identifying issues.
• Foundational understanding of software systems and quick learning ability for the DrBalcony system.
• Strong customer service orientation and ability to manage multiple conversations.
• Detail-oriented and able to log, track, and escalate issues systematically.
• Ability to work independently while also collaborating closely with First-Level Support.
• Willingness to learn and adapt in a fast-paced environment.

Responsibilities:

• Act as the first line of communication for users reporting issues via the ticketing system or other channels like WhatsApp.
• Understand and document user issues effectively.
• Identify and resolve simple, non-technical issues (e.g., user errors).
• Use provided knowledge base to assist users without involving the technical team.
• Filter technical bugs from non-technical issues and forward them to First-Level Support.
• Log all user interactions in the ticketing system and track issue statuses.
• Collaborate with First-Level Support to clarify issues and help improve support efficiently.