Offer description

The Tier 1 Tech Support Agent is responsible for monitoring and responding to all support channels available to our customers. These include chat & email, and ticketing system. The position will have a rotating weekend schedule for providing extended hours support.

What you'll do:

Work issues from the ticketing system (Zendesk) in a triage manner, prioritizing according to urgency.

Answer realtime requests via phone or chat, creating tickets in our ticket system. Escalate tickets to Tier 2 in a warm hand-off as needed.

Contribute to customer support knowledge base by authoring educational support articles.

Identify areas of our application that need improvement or have issues and clearly document and convey that to the development team.

Participate in the on-call support rotation for after-hours calls.

Educate customers on best practices specific to their business needs

Support sales team in demos and for advanced questions posed by prospects

Be an active part of Continuous Process Improvement by speaking up when process breakdowns occur and propose possible solutions.

You should have:

Proven track record of production

Bachelor's degree

2+ years of experience in software technical support

Excellent communication skills

Solid experience in Office productivity suites such as MS Office or Google Docs. Specifically strong experience in spreadsheets.

Experience with a ticketing system.

Self-motivated with the ability to work well both independently and within a team

Bonus points for:

Experience with Enterprise Resource Planning (ERP) software

Experience with Support tools Zendesk & HubSpot

SAAS startup experience a plus

Requirements

• Minimum education level: Bachelor´s Degree
• 2 years of experience
• Availability to travel: No
• Availability of change of residence: No

More than 30 days ago

About Next BPO Solutions

Next BPO Solutions is not just a Business Process Outsourcing (BPO) company, we are your Customized Outsourcing Specialist(COS). We pride ourselves for being a company that gives our clients’ needs a more detailed attention it deserves to make sure that the services we provide are borne out of the solutions that not only matches the client’s requirements but also help them achieve, if not exceed, their business goals and objectives: more savings and increased productivity. While we adhere to th...

Next BPO Solutions is not just a Business Process Outsourcing (BPO) company, we are your Customized Outsourcing Specialist(COS). We pride ourselves for being a company that gives our clients’ needs a more detailed attention it deserves to make sure that the services we provide are borne out of the solutions that not only matches the client’s requirements but also help them achieve, if not exceed, their business goals and objectives: more savings and increased productivity. While we adhere to the industry’s best practices, we are also aware that each client’s business operations and requirements are unique, and require distinct solutions. Our clients do not necessarily have to follow our processes – we design our processes to make sure it is aligned to theirs. We are the next generation BPO service provider. As your COS, we ensure that: •We understand not only the client’s business requirements but also their business processes, so that we are able to identify the role that we play in the whole scheme of their business operations; •We employ industry standards and best practices; •We use the most effective and current tools and technologies in the implementation of a project, ensuring effective operations, measurement of tangible and intangible results and monitoring of processes; •We deploy only the best talents and skills for a client’s project. To do this, we make sure that our employees share our values and culture, are well-compensated and are happily engaged in their work and service to the clients.