
Support Operations Associate
6 days ago
The Algo+ USA team is seeking a skilled Support Operations Associate to provide top-notch assistance to clients in a fast-paced SaaS environment.
This role involves delivering exceptional customer support through prompt and courteous interactions, while ensuring timely resolution of software issues and user errors.
The ideal candidate will possess strong communication skills, basic troubleshooting abilities, and the capacity to learn new software quickly.
We are looking for a collaborative team player who can work independently in a fast-paced environment and maintain up-to-date knowledge of our SaaS products and support documentation.
Key Responsibilities:- Ticket Triage and Management:
Triage incoming customer tickets by categorizing issue types, products, urgency, and required customer details. - Customer Interaction:
Respond promptly and courteously to customer inquiries regarding software functionality, troubleshooting, and general information based on support documentation. - Issue Resolution:
Diagnose and resolve basic software issues and user errors following established procedures. Escalate complex issues to higher-level support or relevant departments as needed. - Knowledge Management:
Maintain up-to-date knowledge of the company's SaaS products and support documentation. Update and document customer interactions, issues, and resolutions in the support ticketing system. Provide weekly reporting highlighting outstanding tickets by solution, urgency, and type. - Performance Metrics:
Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores. Participate in regular training and development sessions to enhance support skills and product knowledge. - Team Collaboration:
Collaborate with team members and other departments to improve support processes and customer experience. Provide feedback on common issues or trends to help improve the software and support strategies.
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