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

Belcan

Electrical Technician Job at Belcan

 ...Job Title: Electrical Technician I Location: Livonia, MI Zip Code: 48150 Duration:6 Months Education and Experience (required): * High school diploma or equivalent. * No previous experience required Essential Duties and Responsibilities: * Assemble,... 

London Jewelers

Online Customer Service Representative Job at London Jewelers

Overview: London Jewelers is a premier jewelry business, family owned and operated for over 95 years. We continue to set the standard for quality and service in providing customers with the finest selection of diamonds, designer jewelry, fine timepieces and gifts, presented...

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... 

BorgWarner Inc.

Systems Integration Engineer Intern Job at BorgWarner Inc.

 ...Position Systems Integration Engineer Intern Location Kokomo, Indiana About Us BorgWarner is a global product leader in delivering innovative and sustainable mobility solutions. We are a company of innovators and independent thinkers that brings... 

Grace Life Church of the Nazarene

Children's Pastor / Children's Ministry Director Job at Grace Life Church of the Nazarene

 ...Position Summary: The Childrens Pastor or Childrens Ministry Director leads a vibrant and engaging ministry for children from birth through 6th grade. This role partners with families to nurture lifelong faith in Jesus Christ through age-appropriate teaching, relational...