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

Rush Copley Medical Center

Clinical Pharmacist Job at Rush Copley Medical Center

 ...Position Summary: Ensures optimal clinical outcomes by providing integrated pharmaceutical services through informational and clinical services as well as drug distribution. Position Requirements : Current Illinois license for registered Pharmacist. PharmD... 

The New Bar

Store Manager (Part Time) Job at The New Bar

 ...relaxation. We aim to help individuals make thoughtful decisions about their consumption. Role Description This is a part-time on-site role for a Store Manager at The New Bar, located in San Francisco, CA. The Store Manager will oversee day-to-day operations... 

Heron Wolf

Project Executive Job at Heron Wolf

$250k$275k | Project Executive Heavy Civil | Vehicle Allowance (Gas & Tolls) | Bonus | Full Benefits | NYC What this is and what it...  ...If that resonates, this role was built for you. The company This is a mid-sized NYC heavy civil GC delivering both MTA... 

TrueCare

Call Center Scheduling Manager- Healthcare-In person Job at TrueCare

 ...passionate about providing compassionate, high-quality care to underserved communities? Join our mission-driven team as a Call Center Scheduling Managerand help make a meaningful impact in the lives of patients who need it most. Your Role & Impact The Call Center... 

Robert Half

AI Engineer - Agentic & Generative AI Job at Robert Half

 ...data versioning (e.g., Feast, DVC), and MLOps workflows Browser automation software such as PlayWright Background in: AI security, privacy, and compliance (PII handling, SOC2, GDPR considerations) A/B testing and online experimentation for AI features....