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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:

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