General Support Agent

• **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.
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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.
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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.
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**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.,