Software Support Agent Job at Ripple Logics, Dallas, TX

dzBuR2tMUE9QUjMvazhSVzdkUy9tYm4xd2c9PQ==
  • Ripple Logics
  • Dallas, TX

Job Description

Overview

This position requires customer support for agents using software for their clients. Communicating with agents regarding any support required to use the software.

The Agent Success and Support responsibilities include innovating and expanding the support, experience, and communications process for agents as part of the overall enablement project(s). This includes resolving user queries, recommending solutions and guiding users through features and functionalities of proprietary and third-party technical solutions, supporting the Product and Program Leads and more. To be successful in this role, you should be an excellent communicator who’s able to earn users’ trust.

Essential job functions

  • Act as a voice of the user’ focused on agents, sales support, and internal staff
  • Assist in the creation of amazing agent experiences as part of the enablement project
  • Work directly with management to help map out and decide on features and user stories, based on agent feedback, internal team, and external channels’ processes
  • Assist with the innovation and development of carrier inbound data for ready to sell reports, agent information, new digitally supported products, and more
  • Support the analytics team to build effective sales reports, dashboards and insights for agent and team use
  • Join product mapping and vision discussions as part of the enablement team to help create the solution roadmap for multiple initiatives including, sales enablement, digital transformation, additional sales channels, and more
  • Respond to agent queries in a timely and accurate way, via phone, email or chat and open and manage critical items to provide solutions
  • Identify agent needs and guide agents to use and test specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Implement and manage effective UAT for all processes
  • Update internal databases with information about technical issues and useful discussions with agents
  • Monitor agent complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform agents about new features and functionalities
  • Assist in interviews, feedback gathering, and discussions with agents with regards to technologies and solutions
  • Gather agent feedback and share with management
  • Work directly with Product and Platform Leads, specifically the Agent Success Teams
  • Other duties as assigned

Job Tags

Similar Jobs

The Talent Mine

Sales Director - Wind Energy SaaS & Analytics Job at The Talent Mine

 ...Sales Director Wind Energy SaaS & Analytics Location: Denver, CO metro area (Hybrid 2 days / week in office) Travel: Up to 20...  ...revenue growth across North America , with a strong focus on wind turbinefocused SaaS, analytics, and services . This is a player... 

Afton Scientific, LLC

Automation Engineer Job at Afton Scientific, LLC

 ...invite you to explore opportunities to join our organization and contribute to our mission. We are currently seeking an Automation Engineer to support our growing biopharmaceutical operations at our on-site facility in Charlottesville, Virginia. Overview of this... 

Savannah College of Art and Design

Heating Air Conditioning Technician Job at Savannah College of Art and Design

 ...refrigeration cycle and correct problems, an understanding of components and what function they serve, and electrical components and control systems. Minimum Qualifications: High school diploma or GED required with a technical school degree in appropriate area... 

Growth Marketing Pro, LLC

Organic Growth Manager, Reddit Job at Growth Marketing Pro, LLC

 ...Growth Marketing Pro, a fast scaling growth marketing agency is looking to hire an Organic Growth manager, Redditto deliver WOW results for our Reddit organicmarketing engagements. Our organic marketing programs are rooted in SEO but have expanded to include AI Visibility... 

Primoris Services Corporation

Senior EPC Project Manager Job at Primoris Services Corporation

 ...ability to make presentations to large, diverse groups High energy level with the ability to work in a fast paced, ambiguous environment...  ..., and enhance society. On projects spanning utility-scale solar, renewables, power delivery, communications, and transportation...