Support Agent

About the role

The Support Agent serves as the first point of contact for Leap customers, providing technical support through phone, email, and chat channels. This role is responsible for initial triage, troubleshooting, and resolution of customer issues, or proper escalation in accordance with established service level agreements (SLAs) and escalation procedures.

Responsibilities

• Provide timely, professional, and accurate responses to clients via phone, email, and chat.
• Document all customer interactions and case details within the case management system.
• Submit and document bug reports or product issues within Jira as appropriate.
• Collaborate with Product and Engineering teams when escalation is required.
• Manage personal case queue and prioritize tickets in accordance with SLAs.
• Guide customers on product features, best practices, and workflows to drive successful product adoption.
• Identify recurring issues, trends, and product feedback and communicate insights to internal stakeholders.
• Contribute to and maintain internal knowledge base articles, FAQs, and troubleshooting documentation.
• Develop product expertise and support cross-functional teams as knowledge grows.
• Aid in onboarding and training initiatives as experience and expertise develop.
• Maintain and meet or exceed defined support performance metrics, including response time, resolution time, ticket quality, and customer satisfaction (CSAT).

Qualifications

• 2–3 years of experience in a client-facing support role (phone, email, or chat).
• 2–3 years of experience supporting or troubleshooting web-based or SaaS applications.
• Fluency in English required; Spanish fluency strongly preferred.
• Demonstrated empathy, patience, and ability to remain calm under pressure.
• Strong technical, analytical, and troubleshooting skills.
• Outstanding attention to detail and accuracy.
• Ability to manage and prioritize multiple tasks simultaneously.
• Working knowledge of CRM, ticketing, or customer support platforms (e.g., Salesforce, Zendesk, Jira) preferred.
• Basic understanding of SaaS applications, browser troubleshooting, and system configurations preferred.
• Bachelor’s degree or Associate's degree required.