Job Opportunities

Technical Support Agent

Position: Technical Support Agent
Experience: 5+ Years

Summary: Technical support agents are responsible for helping our customers and free users to work through technical problems and to better understand how our products can accomplish their goals. In doing so, they will also contribute to our feedback loop by identifying and logging bugs, in addition to other general user feedback including feature requests and pain points. Technical support agents will use the insight they gain through talking to customers to contribute to the overall improvement of our team internally and to our user experience through documentation and other tool, process, or product improvements.

Responsibilities
● Respond to support requests via email, chat, and our wordpress.org forums to solve technical issues and guide users through setting up and using our plugins to accomplish their goals
● Meet team standards related to work volume, SLAs, and quality
● Take ownership of work, work independently, and use available resources to get through roadblocks to complete assignments
● Report feedback received during support interactions, including feature requests, bugs, and user pain points, following the appropriate processes
● Contribute to the growth of the support team by assisting teammates and creating internal documentation
● Contribute regularly to improving our public documentation by identifying, logging, and completing needed updates to the knowledgebase
● Strive for continuous improvement in both technical and customer service skills

General Skills, Competencies, and Qualifications
● Excellent communication skills in English
● Ability to efficiently solve problems that don't have pre-documented answers
● Clear communication of technical concepts to non-technical users
● Ability to communicate information from non-technical users to our engineers, with the technical detail they need to understand the issue
● Outstanding customer service skills
Send your CV to hr@vipointsolutions.net