General Support Agent

You will be responsible for handling customer interactions via voice, chat, and ticketing channels to provide efficient and high-quality support. Here are the key responsibilities associated with the role: - **Voice Support (billing calls, billing and technical support tickets):** - Answer inbound calls professionally and with clear communication. - Provide solutions to customer issues and respond to inquiries accurately and efficiently. - Maintain an average response time in line with SLAs. - **Chat Support (billing and technical support):** - Engage in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance using clear and concise language. - Handle a maximum of 3 chats simultaneously. - Maintain an average response time in line with SLAs. - **Ticket Support (billing and technical support):** - Respond to tickets using clear and concise language. - Utilize appropriate canned responses to ensure all customer questions are adequately addressed. - Route tickets to the correct department/queue. - **Product Knowledge:** - Develop and maintain a comprehensive understanding of product features, updates, and enhancements. - Be prepared to provide accurate and detailed information to assist customers effectively. - **Troubleshooting:** - Diagnose customer issues, utilize internal resources for issue resolution, and escalate cases that require advanced support. - Document all troubleshooting steps and findings in account notes. - **Documentation:** - Maintain clear and organized account notes for every interaction/escalation. - **Customer Satisfaction:** - Provide prompt, accurate, and professional service in all interactions. - Aim for first-contact resolution and strive to meet or exceed customer expectations. - **Feedback Loop:** - Report recurring issues, feature requests, and feedback to headquarters to drive product improvements. - **Process Adherence:** - Follow all processes and procedures. - Stay updated on updates and changes. --- In addition, here are the core requirements for the role: - **Experience:** Ideally, candidates should have previous experience in a contact center or similar environment, preferably with SaaS products. - **Communication Skills:** Strong verbal and written communication skills in English are essential to explain solutions and instructions clearly. - **Technical Aptitude:** A solid understanding of technical concepts related to SaaS products is required to troubleshoot and explain issues effectively. - **Customer Service Orientation:** A strong commitment to customer satisfaction and the ability to remain patient and empathetic in all interactions. - **Adaptability:** Ability to manage multiple interactions and quickly adapt in a dynamic, fast-paced environment. - **Attention to Detail:** High level of organizational and documentation skills to ensure accurate account notation. --- If you possess the following desired skills, it will be an added advantage: - **Problem-Solving Skills:** Ability to analyze issues effectively, think critically, and provide creative solutions when necessary. - **Familiarity with Support Tools:** Knowledge of support platforms and CRM systems. - **Multitasking Abilities:** Competency in managing concurrent interactions while maintaining quality and efficiency. --- **Performance Metrics:** Agents will be evaluated based on various metrics, including: - **Average Handling Time (AHT):** Time taken per interaction (<420 seconds for voice, <854 seconds for chat, <420 seconds for ticket) - **Response and Resolution Times:** Timeliness of responses. - **Quality:** Interaction quality, including tone, empathy, knowledge, rapport building, and handle time, with a minimum target of 90%. - **Productivity:** Agents are required to achieve a minimum 85% productivity score. - **Retention:** Agents must achieve a minimum 30% save rate on voice interactions and 30% save rate on chat interactions.,