Support Analyst & Documentation Specialist FAQs
Answers to your Questions Support Analyst & Documentation Specialist
When clients have a question or a problem they can't solve, they email our support desk for answers. You will start as a 1st line support agent which involves responding to support tickets within a set timescale on a variety of subjects to help clients resolve any issues.
This will often involve investigating and testing the issue to replicate the problem and find an answer, directing the client to our knowledge base, communicating with the team for further information, or escalating to a 2nd line support agent.
What hours will I be required to work?
This job is very flexible. We are looking for someone who has at least 3 spare hours per day, although this role could become full-time. Our clients are busy pet sitters who ask for support during the day, as well as during the evenings and weekends, so inevitably there is some evening and weekend work on a rota basis.
Having said that, unless the situation demands an immediate response, such as a server going down or being unable to log in, most tickets will have a response time of 3 - 4 hours.
No, although a working knowledge of Pet Sitter Plus in a senior Admin role would be an advantage. If you have used a different pet sitting software this would also help you in this role.
Being keen to learn software coupled with an ability to absorb and retain information quickly, plus proven analytical and problem-solving skills in a customer service environment, will also be an advantage to developing in this role.
Yes, you will need training which generally takes place over a period of 2 - 4 weeks before you start answering support tickets. Training sessions are one-to-one with your manager (generally over Zoom) and last around 2 - 3 hours. There are practice exercises to take away from training sessions which help with learning.
After some time on the support desk, depending on the knowledge and experience you have gained, you will then be trained in the documentation specialist role.
Before you can move into this role you will first need to build up some experience of working with clients as a support analyst.
Then you will be helping to write and update our extensive knowledge base of support articles. As you develop in this role, you will help with building a library of instructional videos for clients to support the written articles.
Training will be given by our friendly team.
It does not really matter where you live as this role is for remote working. We employ software analysts in the UK who deal primarily with UK clients and also USA analysts, who work with clients based in the USA. This enables us to manage timezones effectively to provide the most coverage.
However, you must have an excellent broadband connection.
What equipment will I need?
It is important that you have access to an excellent internet connection. We do not accept people who rely on mobile broadband connections unless you have excellent signal strength.
You will need a computer that is fairly new and of a good specification in order to perform the duties required for this role.
You will be provided with a fully expensed mobile phone so you can call clients when necessary, and also use the mobile app for the support desk.