General Support Agent (Saas)- Ticket and Chat

Agents are required to handle customer interactions via voice, chat, and ticketing channels to deliver efficient, high-quality support.

• Chat Support (billing and technical support)

  :

Engage in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance on product usage, using clear and concise language.

Complete 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.

Utilise appropriate canned responses ensuring all customer questions have been sufficiently answered.

Move tickets to the correct department/queue.

• Product Knowledge

  :

Develop and maintain a thorough understanding of our product features, updates, and improvements.

Be prepared to relay accurate, detailed information to assist customers effectively.

• Troubleshooting

  :

Diagnose customer issues, utilise internal resources to resolve problems, and escalate cases that require advanced support.

Record all troubleshooting steps and findings in account notes.

• Documentation

  :

Maintain clear and organised account notes on every interaction/escalation.

• Customer Satisfaction

  :

Deliver prompt, accurate, and professional service in all interactions.

Strive for first-contact resolution and aim to meet or exceed customer expectations.

• Feedback Loop

  :

Report recurring issues, feature requests, and other feedback to HQ to drive product improvements.

• Process Adherence:

Follow all processes and procedures.

Keep up to date with updates and changes.

Follow all quality and quality feedback processes.

Core Requirements

• Experience

  : Preferably, agents should have previous experience in a contact centre or similar environment, ideally with SaaS products.

• Communication Skills

  : Agents must possess strong verbal and written communication skills in English, with the ability to explain solutions and instructions clearly.

• Technical Aptitude

  : A solid understanding of technical concepts related to SaaS products, with the ability to troubleshoot and explain issues.

• Customer Service Orientation

  : A strong commitment to customer satisfaction and the ability to remain patient and empathetic in all customer interactions.

• Adaptability

  : Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment.

• Attention to Detail

  : High level of organisational and documentation skills to ensure accurate account notation.

Desired Skills

• Problem-Solving Skills

  : Ability to analyse issues effectively, think critically, and find creative solutions where needed.

• Familiarity with Support Tools

  : Knowledge of support platforms and CRM systems.

• Multitasking Abilities

  : Competency in managing concurrent interactions, and maintaining quality and efficiency.