Kochi, Kerala, India
Information Technology
Full-Time
Agile Soft Systems Inc
Overview
We are seeking a tech-savvy and dependable Support Agent to join our Customer Support team.
This Level 1 support role focuses on assisting veterinary hospitals across the US with their websites, online appointment tools, and digital marketing platforms.
As the first point of contact, you will be responsible for resolving basic technical issues, providing timely responses, and ensuring a smooth digital experience for our clients during US business hours.
Key Responsibilities
This Level 1 support role focuses on assisting veterinary hospitals across the US with their websites, online appointment tools, and digital marketing platforms.
As the first point of contact, you will be responsible for resolving basic technical issues, providing timely responses, and ensuring a smooth digital experience for our clients during US business hours.
Key Responsibilities
- Respond promptly to support tickets, live chats, and emails with professionalism.
- Troubleshoot common issues related to websites, appointment tools, email campaigns, and marketing services.
- Escalate complex or unresolved issues to Level 2/3 support teams.
- Monitor system alerts and report any service disruptions or unusual activity.
- Assist clients with website content updates, form verifications, and login/access issues.
- Accurately document client interactions and solutions in the ticketing system.
- Adhere to standard operating procedures (SOPs) for troubleshooting.
- Communicate clearly and empathetically with veterinary staff, clinic managers, and business owners.
- 1-2 years of experience in technical support or customer service.
- Basic understanding of website functionality.
- Familiarity with email marketing platforms is a plus.
- Proficient in English communication (both verbal and written).
- Strong problem-solving and logical troubleshooting skills.
- Ability to work independently and efficiently during night hours.
- Experience working with US-based clients or in the veterinary/healthcare sector.
- Exposure to CRM/ticketing tools like Zendesk, Freshdesk, or Zoho Desk.
- Basic knowledge of DNS, SSL, and web hosting environments
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