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Customer Support Specialist
Full-time
Client Support
agentOS makes software that helps letting and estate agents run their businesses.
When an agent gets stuck, you’ll be the person who gets them moving again: answering calls, emails and tickets, fixing what you can and knowing exactly who to go to when you can’t.
No lettings experience needed. If you’re patient, good at explaining things and enjoy working out why something isn’t working, we’ll train you in the rest. People who started in this role have gone on to second-line support, onboarding and IT roles.
agentOS Client Support: Job Description
We want you to enjoy your work and do it brilliantly, so it’s important we’re clear on what we expect and what good performance looks like in this role.
Your job description sets out those expectations. Please keep it in mind and flag anything that’s changed, so it stays accurate, it’s what we’ll refer back to when we talk about your performance.
Why your role is important
When a letting or estate agent gets stuck, you’re the first person they speak to. Getting them answered quickly and properly keeps their business moving, and it’s a big part of why they stay with us.
You are responsible for
Be the first point of contact for agentOS customers by phone, email, video call and our ticketing system
Resolve everyday queries yourself, including product use, access, configuration and general troubleshooting
Guide customers through agentOS clearly, so they know how to do it themselves next time
Log and manage every ticket accurately, working to agreed SLAs and priorities, and following up until it’s resolved
Handle customer data and account access requests securely, following our data protection and verification processes
Spot recurring issues and gaps in the knowledge base, and flag or fix them so the same query doesn’t keep coming back
Provide first-line cover for Calmony customers when needed, once cross-trained
Escalate technical issues you can’t resolve to the Senior Support Specialist, and raise complaints, data protection or security concerns, and issues affecting more than one customer with the Ops Manager
Your Knowledge: what you know
This outlines the knowledge you will need to have and demonstrate to support full performance in your role.
Core Knowledge
Working knowledge of agentOS and how letting and estate agents use it day to day
Overview of agentOS websites, connects, marketplace, API and partner services, enough to recognise when a query belongs with another team
Working knowledge of the AI and automation tools used in Support, sufficient to use them to resolve queries faster and identify where they could take on routine work
Data protection principles as they apply to customer data and account access
Role Knowledge
Our support processes, SLAs, prioritisation rules and ticketing system
The knowledge base and customer knowledge portal
When and how to escalate, and who to go to across agentOS for product, technical, banking and onboarding questions
Calmony products and processes, to the level needed to provide cover
Your Skills and Your Behaviours
Alongside the responsibilities above, your role sits within agentOS’s company-wide competency framework and values. These apply to your performance in this role the same way they apply to everyone’s. You can find both documents on SharePoint, and your manager can point you to them if you’re not sure where to look.
Progression
This role can lead into a number of paths, depending on interest and demonstrated readiness:
Senior Support Specialist (second-line support)
Onboarding and Training
Customer Success
IT and AI support
Professional Services: company-wide standard
This is something we all do, whatever our role.
If a client mentions a problem or need that one of our professional services could help with, say so. It’s not about selling, it’s about looking after our customers properly and not being complacent, speaking up when we can genuinely help.
Once a professional service is booked, we’ll make an effort to choose the best person to deliver it, based on their knowledge, skill, capacity, and the opportunity it gives them for personal development. Delivering it well is a shared responsibility, not just the person or team who identified it.
