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

Fish Window Cleaning

Window Cleaning Estimator Job at Fish Window Cleaning

 ...Responsive recruiter Fish Window Cleaning is Hiring! We are currently seeking a highly motivated individual to join us as a Window Cleaning Estimator. Our team enjoys working in a friendly atmosphere with flexible hours. We work no evening hours weekends or holidays... 

Solstice Consulting Group

Oil & Gas VRU/Combustion Field Service Technician Job at Solstice Consulting Group

 ...Solstice Consulting Group is seeking a Senior Field Service Technician Vapor (VRU) / Combustor / Flare for our Oil & Gas Equipment client. Role is REMOTE with significant travel around the area / region as necessary. ~ Hourly up to $45 DOE plus OT (average 45-50... 

Genesis Technical Staffing, Inc

Facilities Attendant Job at Genesis Technical Staffing, Inc

Position: Facilities AttendantLocation: Fairhope, ALOverview:We are seeking a dedicated and detail-oriented Facilities Attendant for a full-time opportunity in Fairhope, AL. The ideal candidate will play a crucial role in maintaining the cleanliness and overall...

DL1961

Retail Specialist Job at DL1961

 ...and shop the full styles and looks on dl1961.com. The Retail Specialist serves as a brand ambassador and business driver...  ...experience in retail, department store, or visual merchandising roles (fashion industry experience strongly preferred). ~ Strong... 

Career Group

Personal Assistant - Miami Beach, FL Job at Career Group

Job Summary Our client, a CEO, is seeking a Personal Assistant to provide day-to-day support and ensure smooth household and personal operations. This is a full-time, on-site position based in Miami Beach, requiring flexibility and a proactive, detail-oriented approach...