Homeoffice L1 Support Agent ($30,000/year USD), Sparkrock
Sparkrock · Greater Kolkata Area, · Remote
About the job
- Solving difficult customer problems in close alignment with SLAs defined for the different product components
- Identifying areas to improve the knowledge we use for resolving customer issues and improving our AI support channels
- Communicate with customers through different channels (voice or written) and determine the best way to address their issues by asking accurate and meaningful questions
- Continuously master our product(s) and its components by going deep into our knowledge resources.
- Getting bored answering simple questions
- Working on easy and straightforward tickets such as resetting passwords
- Working alone and with low customer interaction
- Analyzing, writing, or debugging source code
- How to consistently deliver high-quality tickets you resolve
- How to take your problem-solving skills to the highest while assimilating the knowledge you acquire
- How to manage and create high-quality knowledge
- How to handle critical customer situations
- Take ownership of support incidents and use all available resources and knowledge to resolve them
- Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets
- Identify knowledge gaps and improvement areas to constantly enhance the quality of internal and external knowledge bases
- Be online and available during your shift with excellent internet connectivity and audio without noisy backgrounds
- Ability to communicate confidently with tech-savvy and non-savvy customers using perfect written and spoken English
- Familiarity with a range of enterprise software solutions including Sharepoint and SQL and be comfortable in conversations with IT professionals and technical customers
- Experience troubleshooting and solving problems
- Customer advocacy, empathy, and keen attention to detail
- Available to work any monthly-assigned shift - the team provides 24x7 coverage for our customers around the world
- Experience in a technical support role covering enterprise software products
- An education focused on Computer Science, MIS, or similar technical disciplines
- We are 100% remote and global. Live your best life, wherever that may be, and never lose out on career opportunities because of it
- Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results
- Dedication to development. We focus on career pathing for each and every one of our employees and help provide training to advance at every stage in your career
- Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics
- Focus on culture. Coffee chats, happy hours, cooking classes, book clubs, and more!
- Stipend to help set up your ideal home office
- Swag! Because who doesn’t love swag?