Support assistants

Enhance your customer experience with a dedicated support assistant

What is the role of a support assistant?

A support assistant is there to help you ensure seamless customer experiences and resolve technical challenges. They are skilled in a range of tasks, from handling customer queries and offering technical solutions to managing tickets and updating knowledge bases. What’s more, you will enjoy the benefits of having such skills on your team at a fraction of the cost of hiring a full-time, in-house support specialist.

This allows you to optimize your resources and focus on what you do best: growing your business.

What our support assistants can help you with:

Customer queries & complaints

Responding to customer inquiries via email, chat, or phone
Resolving product or service-related complaints
Directing complex issues to the appropriate department or person

Ticket management

Logging customer queries or issues
Prioritizing and assigning tickets to appropriate teams or individuals
Following up on unresolved tickets and ensuring timely resolution

Knowledge base maintenance

Updating and maintaining FAQs
Creating and editing support articles or tutorials
Reviewing and updating support documentation as products or services evolve

Technical support

Assisting customers with basic troubleshooting
Guiding users through step-by-step solutions
Collaborating with technical teams to resolve more advanced issue

Feedback collection

Gathering customer feedback on products or services
Reporting recurring issues or suggestions to the product or development teams

Live chat support

Managing real-time chat with customers on the website or through apps
Providing instant solutions or directing customers to relevant resources

Reporting

Creating weekly or monthly reports on support tickets, resolutions, and feedback
Highlighting areas of improvement or recurrent problems

CRM management

Updating customer records in the Customer Relationship Management (CRM) system
Logging interactions, issues, and resolutions

Training & onboarding

Assisting in training new support team members
Keeping abreast of product or service updates to provide accurate support

Follow-ups

Checking in with customers post-resolution to ensure satisfaction
Offering additional resources or guidance if necessary

Collaboration

Working with other departments (e.g., sales, product development)
Providing insights from the support team’s perspective during meetings or product launches

Continuous learning

Attending workshops or webinars
Staying updated with industry trends
Participating in internal training sessions

Discover the step-by-step hiring process for support assistants
and unlock the potential of your business

How it works

Our support assistants work with:

Unlock Epiic

Choose a support assistant that fits your specific needs like a glove.
If you’re looking for an assistant with specialized knowledge, we can discuss your unique requests
on our demo call and ensure we find your ideal match.

Book a free consultation See pricing