Support Agent- Fully Remote
SMG - SERVICE MANAGEMENT GROUP
SMG – Service Management Group is hiring Support Agents! Support Agents provide first-line operational and technical support for all SMG brands worldwide through email (ticket) and phone channels. Support agents will answer general questions, complete operational tasks, troubleshoot general issues to narrow down the cause, and triage complex issues to ensure it’s routed to the correct team on the first attempt. This role is ideal for candidates that enjoy helping customers while seeking to transition or continue to develop in a technical career with exposure to a wide range of technologies and tools. A typical day includes: Handle client requests through tickets and calls, with a goal of one-touch resolution for questions or operational items. Follow-up with clients on any outstanding issues, with a goal of 100% customer satisfaction. Analyze client-provided data, applying your troubleshooting skills to resolve more complex or general issues. For issues outside Support’s scope, gather all required information via templates and guides to ensure the next level team has enough data to resolve. Provide input and recommendations to internal teams and leadership on any changes required for templates, data collection, or troubleshooting docs.
Zimbabwe : International
2023-07-02
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