Support Agent

Roles and responsibilities

• Address a wide range of inquiries from property owners, covering financial matters, utility services, expenses, payouts, banking procedures, listings, portal functionality, pricing structures, availability, property inventory, and access card management.
• Provide owners with thorough and precise information, ensuring clarity and accuracy in responses.
• Handle inquiries and concerns promptly and courteously via phone calls and messaging platforms.
• Respond to owner queries via email in a timely manner, maintaining a professional tone and addressing all aspects of their inquiries.
• Log unresolved queries, generate tickets, and ensure timely follow-up to ensure all owner concerns are addressed efficiently.
• Gather pertinent information from potential property owners, facilitating the acquisition process.
• Utilize platforms like HubSpot to record and manage deals and relevant information effectively.
• Coordinate with various departments to fulfill owner requests, collaborating closely with maintenance, housekeeping, reservations, inventory, operations, and other relevant teams to resolve issues promptly.
• Manage the escalation process for unresolved issues, ensuring a swift and satisfactory resolution.
• Generate detailed reports summarizing owner interactions and issue resolutions, providing insights for continuous improvement.
• Adapt to evolving responsibilities as required by the role and organizational needs, remaining flexible and proactive in addressing challenges.
• Fulfill any additional duties assigned by management, contributing to the overall efficiency and effectiveness of owner relations operations.

Desired candidate profile

1. Customer Inquiries:

• Answering Questions: Responding to customer inquiries via phone, email, live chat, or social media regarding products, services, or account issues.
• Providing Information: Offering detailed product or service information, explaining features, and helping customers understand how to use or access them.
• Guidance on Processes: Assisting customers with processes like placing orders, making returns, setting up accounts, or using a product or service.

2. Problem Solving and Troubleshooting:

• Identifying Issues: Diagnosing customer problems by asking relevant questions and listening carefully to their concerns.
• Resolving Complaints: Working to resolve customer complaints by offering solutions, alternatives, or refunds when necessary.
• Technical Support: For tech companies, support agents may help customers troubleshoot software or hardware issues, guiding them through troubleshooting steps or escalating the issue to a technical expert if needed.

3. Customer Satisfaction:

• Ensuring Resolution: Ensuring that customers are fully satisfied with the resolution of their inquiries or issues, offering follow-up communication when necessary.
• Managing Expectations: Setting clear expectations regarding response times, outcomes, and next steps to avoid misunderstandings.
• Escalation: When an issue cannot be resolved at the support agent level, they may need to escalate it to higher management or specialized departments for further assistance.

4. Documentation and Reporting:

• Recording Information: Keeping accurate records of customer interactions, including the issue, solution provided, and any follow-up required.
• Tracking Trends: Identifying common issues or patterns in customer inquiries, which could help improve products, services, or processes.
• Providing Feedback: Communicating customer feedback to relevant teams, such as product or development teams, to help improve customer experience or resolve recurring issues.