Level 1 Support Agent

Hourly – More than 6 months - 30+ hrs/week - Posted

Job Description

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GTeam FZ LLC provides software support services to customers who use our 25+ software products and our Level 1 support agents are the face of the company to our customers. We are looking for Level 1 support agents who are passionate about helping customers and if this appeals to you, then you should strongly consider this position. Specifically, we are looking for Level 1 agents who fit the following profile:

Skills and Experience:

Customer Orientation – You must be able to look at issues from the customer’s perspective and empathize with their situation, so you can be an effective agent and advocate.
Customer Support Ticket Handling Skills – You need to have experience interacting directly with customers through phone calls, emails, a ticketing system and/or live chat to be effective in this role.
Business Orientation – 95% of our customers are businesses. You don’t need to be an expert in their specific industry, but you will need to be able to understand the impact each issue has to their business based on the information they provide, so you can effectively prioritize the customer issues assigned to you.
Communication Skills – You must have excellent written and verbal communications skills and strong listening skills, so you can ask good questions and provide viable solutions to our customers. You must be fluent in at least the English language.
Time Management and Prioritization – As a Level 1 agent you will have at least 10 issues in your caseload at all times, so you will need to manage your time and adjust your priorities as your caseload evolves.
Technical Skills – You don’t need to be a programmer or engineer in this role, but you do need to have above average computer skills, so you can learn the functionality of our products and resolve basic operating system and/or database related issues.
Personality attributes:

An energy and passion for helping others
An inclination to seek innovative and/or unconventional solutions to problems
A sense of compassion for customers and others around you
An extroverted personality or at least a high level of comfort in interacting with new people
The ability to be agile and flexible in dealing with rapidly changing processes and priorities
A positive and resilient mindset

This job is only offered on a Full Time basis (40 hrs/wk) and Level 1 agents work primarily US Eastern work hours (8am to 6pm), as this is when most of our customers are available. We do have a significant number of customers in Europe as well and have some flexibility for earlier work schedules.

We pay $10/hour for these positions ($400 fixed-price payment for a trial job if that trial leads us to hire you). We work with you through one of several approved staffing and payment platforms which will charge a percentage fee on your gross earnings. For United States citizens and permanent residents, we pay $8/hour because we have to cover W-2 payroll processing through these platforms.

How to qualify for the position:

Show us who you are. We need verifiable identification, online skills tests, and a brief Skype video interview. This part of the process is not paid, but it won’t last more than a week overall, and you will only need to spend a few hours to get through this part of the process.
Try out the job. During a one-week fixed-price trial assignment, prove to us that we should give you the full-time position at 40 hours/week. You don’t have to be “perfect” during this evaluation period, but we do want to see a high level of interest and dedication; a reasonable level of competence; and the ability to learn new skills.

How to start:
We’ll make you a fixed-price offer to start qualifying, and you’ll get detailed instructions as soon as you accept this offer for the test phase. (This is not the paid part, but it’s how we get you into the appropriate recruiting team room.)

To get started, click “Apply for this Position” below.


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