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Form of work
SalaryOverview
The End-to-End (E2E) agent role is not your typical Level 1 support agent role. E2E focusing on collaboration, learning and minimal hierarchy. It places you, the agent in charge of how you handle tickets and collaborate with others to solve them, we give you the tools you need to succeed and let you do the rest. The E2E model enables you to benefit from:
- Bespoke training,
- Access to learn directly from L2 and 3,
- Exposure to new and engaging types of work,
- A say in how you and the team works
Details on how E2E works can be found below.
Job Description
- Providing support to clients (via chat, email and phone) regarding a wide variety of technical issues and different types of requests.
- Logging remotely to client's computer and help them solve the technical issues.
- Documenting issues that you deal with daily into the ticketing system.
- Troubleshooting hardware, software and network related issues.
- Collaborating with L2 and L3 Service Center support groups in order to find the best solutions to resolve the tickets at L1. As well as learning from L2 and L3 to be able to take on new ticket types.
- Providing feedback on Knowledge Articles if they are missing information or could be improved.
- Help the client with all the necessary information throughout the ticket lifecycle.
- Working with the team to identify continuous improvement opportunities
- Agent retains ownership over the majority tickets from start to finish and leverages wider internal network and resources to collaboratively solve tickets
Job Requirements
- ENGLISH advanced level
- Motivation for learning new information and sharing information with team members
- A desire to acquire new skills (communication skills, technical skills etc.)
- A team player that shows adaptability, flexibility and perseverance in managing a good working relationship with clients and colleagues.
- Willingness to help people in having continuity in their computer-based activity.
- Willingness to help colleagues resolve tickets
- Previous successful customer service experience is considered an advantage.
- Strong written and oral communication skills.
- Able to communicate problems/issues to customers in a non-technical manner.
- Advantageous, service center experience or customer facing experience.
An ideal candidate would be:
- Self-Starter - Motivated and comfortable to work on their own initiative with minimal direction
- Networker - Comfortable forming their own networks of experts to work with and learn from
- Connector - Connects others in their team to appropriate resources
- Problem Solver - Loves to tackle new and complex problems
- Collectively Driven - Focus on team performance over individual performance
- Collaborator - Works with people of all levels and skills to deliver and celebrate successful outcomes
- Communicator - Excellent and confident communicator with other
- Knowledge Seeker - Constantly seeking out new information and knowledge
- Innovator - Identifies, shares and works to implement new ideas and ways of working
- Knowledge Sharer - Actively promotes and shares knowledge with colleagues
- Ownership - Retains responsibility to delivery a successful outcome whenever possible to the customer
- Customer Centricity - You have a proven track record of putting the customer first and delivering an excellent customer service
Description of the E2E approach (also known as Swarm approach):- Colleagues enter through support via standard method - utilizing L0 material before contacting the Service Center.
- If the ticket requires escalation to L2 Support or beyond the Service Center, the agent retains ownership of the ticket and works on a collaboration-basis rather than escalation-basis with L2 to solve the ticket. This means that the agent is always learning how to deal with new types of tickets.
- Tickets are managed end to end by Service Center including updating, resolving and customer communication. If additional support is required, this is again coordinated via the Service Center.
