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The requirements for a DevFactory Level 1 Support Agent are the following:
Customer Support Experience / Orientation – All Candidates must have sufficient customer support experience and a customer focus/orientation, so that they can proactively manage customer issues using our support processes and systems.
Prioritization / Time Management Skills – All candidates will have an average of 10+ issues assigned to them at any given time and must be able to manage their time and prioritize as appropriate.
Technical Skills – While the Level 1 Support agent is not a highly technical role, all agents must have at least basic computer skills and will need to be able to acquire a working knowledge of our software products in order to answer the less technical questions.
Additionally, the following requirements apply to all support positions:
Communication Skills - In order to effectively communicate with our customers, all candidates for support positions must have excellent written and verbal communications skills. All support staff who interact directly with customers are required to be fluent in English and if they are hired to work in another language as well, then their communications skills in the other language must be excellent.
Dynamic Work Environment - All candidates must be able to work successfully in an environment where our core support systems and processes are continuously improved over time
Video - candidates must have the computer hardware and networking bandwidth to conduct a seamless video skype conversation for team communication. Ongoing use of webcam for odesk billing and skype video are required.
Work Hours / Schedule - Customer Support teams work primarily US Eastern work hours (8am to 6pm), as this is when most of our customers are available. You will be required to work primarily during these work hours and any alternative scheduling will need to be approved by your direct supervisor.
Qualification for this role begins with an unpaid testing phase where candidates are required to provide verifiable identification, complete online skills testing, and attend a brief Skype video interview. The testing phase lasts for no more than a week, and highly motivated candidates can complete all requirements of the testing phase within a few hours.
Candidates who pass our testing phase will be offered a one week fixed price trial assignment. Those who show progress and dedication during the trial phase but fail to complete the assignment successfully may be offered an alternate position within DevFactory.