SMG – Service Management Group

Support Agent

Job Description

Posted on: 
2023-04-18 09:22

Support Agents provide first-line operational and technical support for all SMG brands worldwide through email (ticket) and phone channels. Support agents will answer general questions, complete operational tasks, troubleshoot general issues to narrow down the cause, and triage complex issues to ensure it’s routed to the correct team on the first attempt. This role is ideal for candidates that enjoy helping customers while seeking to transition or continue to develop in a technical career with exposure to a wide range of technologies and tools.


A typical day includes:

  • Handle client requests through tickets and calls, with a goal of one-touch resolution for questions or operational items.
  • Follow-up with clients on any outstanding issues, with a goal of 100% customer satisfaction.
  • Analyze client-provided data, applying your troubleshooting skills to resolve more complex or general issues.
  • For issues outside Support’s scope, gather all required information via templates and guides to ensure the next level team has enough data to resolve.
  • Provide input and recommendations to internal teams and leadership on any changes required for templates, data collection, or troubleshooting docs.


Candidate Requirements:

  • Experience working in a high-volume customer support role (call center, helpdesk).
  • Strong troubleshooting skills – you only ask for help when you’ve tried everything else.
  • Ability to learn new technologies and solutions with a drive to continually learn.
  • Excellent time management skills
  • Ability to establish and maintain effective working relationships with others
  • Ability to learn new technologies and solutions with a drive to continually learn – you are proficient working in at least one industry technology (programming language, database, scripting, application, etc.).
  • Excellent knowledge of English
  • Dedicated internet access (30Mb/s download / 20 Mb/s upload) and a computer with at least 8Gb of memory


What we offer to our talent:

  • This is a remote full-time position.
  • Competitive compensation package and ample opportunities to learn and grow.
  • Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
  • We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.


Ideal Candidate Location:

This is a remote position. You can work from anywhere that allows a minimum of four hours of business working hours overlap with US Central time zone.


About SMG:

SMG is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. 

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