Support Desk Agent (Remote)

About Bond

Bond is an evolutionary commerce and membership engagement platform encouraging growth and collaboration in any member-based organisation. Leveraging our tech, we support our clients in all stages of their digital transformation.

Although we are a software and product development company at heart, we have a heavy design focus. We regularly work on everything from websites to apps, custom software solutions, and anything digital.

The Role

The Software Support Desk Officer is responsible for providing technical assistance and support to customers and end-users experiencing issues with software applications. This role involves troubleshooting, resolving issues, and escalating more complex problems to senior team members, all while maintaining high customer service and satisfaction standards.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries regarding software-related issues via phone, email, or ticketing systems.
• Diagnose and troubleshoot software problems, providing step-by-step guidance to users.
• Record, track, and follow up on customer requests in the support ticketing system to ensure timely resolution.

Issue Resolution:

• Resolve technical issues related to software installation, configuration, bugs, and other user queries.
• Escalate complex or unresolved issues to senior support staff or developers when necessary.
• Provide workarounds or solutions to issues where a permanent fix may not be immediately available.

Customer Communication:

• Communicate effectively with users to understand their issues and provide appropriate solutions.
• Proactively keep customers informed of the progress of their support requests and notify them when issues are resolved.
• Maintain professionalism and patience, ensuring a positive customer experience even in challenging situations.

Documentation:

• Update and maintain accurate records of customer interactions, including technical issues, resolutions, and follow-up actions.
• Contribute to creating and maintaining a knowledge base with solutions to frequently asked questions and common problems.

Collaboration:

• Work closely with other members of the support team to share knowledge and troubleshoot complex issues.
• Collaborate with the development and product teams to communicate recurring issues or customer feature requests.

Training and Learning:

• Participate in training and development programs to enhance technical skills and stay updated on the latest product features and updates.
• Learn and adapt to new software applications and tools as the company introduces them.

Key Skills and Qualifications

Experience:

• Previous experience in a technical support, customer service, or helpdesk role.
• Familiarity with software troubleshooting, basic system administration, or technical support tools.
• Experience with specifically CRM software is a plus.
• Working with tools such as Jira, Confluence, Monday.com etc.
• 4+ years of project management experience in customer support.
• Experience with waterfall, agile and hybrid methodologies 
• Experience in service desk triaging and issues escalation/resolution.

Skills:

• Strong problem-solving skills and the ability to think logically when troubleshooting issues.
• We are seeking candidates who possess exceptional spoken and written English skills. This ensures that internal and external interactions are handled professionally, clearly, and confidently.
• Ability to work well under pressure and handle multiple support requests at once.
• A customer-focused attitude with a commitment to providing high-quality service.

Qualifications:

• Tertiary qualifications in Information Technology, Computer Science, or a related field is a plus but not mandatory.
• Certifications in ITIL or other support-related frameworks are advantageous.
• A general understanding of software systems, operating systems, or applications is beneficial.