Software Support Agent at Agile Bridge

Job Purpose:

As a Software Support Agent duties include:

To provide fast and useful technical assistance on software systems developed by Agile Bridge to clients. You will answer queries on basic technical issues and offer advice to resolve them.

An excellent Software Support Agent must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.    

Key Accountabilities   

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the company knowledge base
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures.    

Essential Experience/ Education / Skills: 

Education: 

• Miscrosoft Development Certification
• (Desired: Diploma / Degree in Computer science / Information technology)

Work Experience

• 3-4 Years previous experience as a developer or development support role.

Essential Skills

• C# or VB.NET
• SQL
• SQL Server
• MVC
• Javascript / CSS
• Angular JS / 2+

Beneficial

• IIS
• WCF
• RabbitMQ
• Selenium
• Silverlight / Lightswitch
• SignalR
• Service Bus
• Google Maps
• Openmaps
• CI, CD and DevOps
• Azure and AWS
• Open Id / OAuth (Identity Server 4+)

Behavioural Qualities Required

• Ability to diagnose and resolve technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered