Role of First Level IT Support Agents
By: Sapna Sapu
Tags: It Companies, Support, Tech, It Support, Chat

The front line of a customer support system is extremely crucial as they are representing a business organization directly. It is also a busy environment for these agents with a string of phone calls, emails, etc. in the form of customer queries hurling towards them.

Rendering top-end support services depends a lot on the kind of individuals that are the first line to ensure customers enjoy an uninterrupted service. Top IT support companies like us, Sapizon Technologies, make it a point to assign this task to support professionals possessing valuable experience.

Here are a few pointers to explain how pivotal the role of a tech support agent is:

Representation:

The first point of contact to the customers, support agents can play a vital role in determining how an organization/company is being judged and perceived. The level of professionalism they maintain and the ease with which they interact with the customers is crucial here.

Let us suppose for an instance here that your customer is very happy with your support team and the way they are rendering services. They are very much impressed by you and will continue to seek your services on a continuous basis.

Knowledge Base:

Support agents are supposed to be familiar with most of the issues that customers encounter. This warrants them to possess sufficient knowledge of the domain that they are rendering services in. Agents who have comprehensive knowledge about the products/services are an asset.

They can help customers find solutions to their issues seamlessly. Quick and accurate resolutions to their queries are all that customers expect from a tech support team and having a proficient knowledge base goes a long way in helping customers achieve that.

Adequate Reports:

Creating reports and tracking the progress of certain products/applications is one of the major tasks that the support team performs. They can make a detailed report on what kind of queries they get regularly based on which the desired company can plan their upgrades.

With a contingent plan in place, it becomes very much easier for an organization to map their strategies for the future and improve the way they are operating. The reports that are made by customer support agents play a vital role in this as they provide valuable inputs.

Friendly Interactions:

Making their customers feel important is a must these days for every business because of the competitive nature of business. And experienced support professionals are more than well accustomed to doing that. They are well versed in how to interact with a customer and in what situation.

If customers feel valued, it also automatically increases the value of the desired business. Hence, this role played by the support agents can have a great effect on the progress of a developing and growing firm.

Ticket Management:

When customer issues start coming in at a brisk pace in the form of tickets, it is the support agents who are supposed to manage them in a smart and effective way to ensure the process does not lose its productivity. They can also use efficient CRM platforms like Zendesk and Zoho Desk to achieve this.

Seamless management of tickets paves the way for greater customer satisfaction and customer success. These are two attributes most of the tech support companies aim to achieve as part of their success strategy.

Conclusion:

The role of a first level support agent is more important than most of us assume it to be. They are a prime driving force in the CRM success model that companies aim to follow. Being one of the best tech support companies, Sapizon follows a similar path to success.

Ever since they started, they have completed more than 100 successful projects for their clients. With a flexible approach, they have managed to give their customers an impressive customer retention rate along with conversions.