Support Agent

As a Support Agent at Nursa, you will be responsible for assisting users with various inquiries about our healthcare platform. Your role will include answering questions via chat, phone, and email to ensure that users have a positive experience while using our app. You’ll help with onboarding new users, troubleshoot issues, and maintain a high standard of customer service.

To be considered for the Support Agent position at Nursa, candidates should possess excellent customer service skills, 2+ years of experience in a similar role, and a strong technical aptitude to navigate various platforms. Strong oral and written communication skills are essential, along with a passion for helping users succeed.

Nursa is committed to fostering an environment of continuous learning and growth. As a Support Agent, you will receive ongoing feedback and support from your colleagues and leadership, enabling you to develop your skills further and take ownership of your professional journey.

The work culture at Nursa is built on trust, flexibility, and curiosity. We encourage our Support Agents to be proactive and contribute ideas for improving user experiences. This collaborative environment helps ensure that the team thrives together while delivering outstanding support to our users.

Working as a Support Agent at Nursa comes with competitive pay and benefits, including opportunities to impact the healthcare industry positively. You will join an international team, benefit from a motivating work environment, and enjoy the flexibility that supports work-life balance.

It's important to remain calm and empathetic. I focus on understanding their concerns, apologize for any inconvenience, and offer solutions. My goal is to turn a negative experience into a positive one by actively listening and following through until their issue is resolved.

If I'm unsure of the answer, I would first let the user know that I will find out for them. I would take the time to research or consult with a colleague to ensure I provide the most accurate and helpful information.

I have experience using several customer support software solutions, which have helped me track and prioritize customer inquiries efficiently. Familiarity with tools like Zendesk or similar platforms enables me to manage multiple tickets and provide timely responses.

I prioritize tasks by assessing urgency and complexity. I often handle high-priority issues first while keeping track of other requests through a management system to ensure nothing is overlooked, ensuring timely resolutions.

A great Support Agent should be empathetic, patient, and an excellent communicator. They should have strong problem-solving skills and be tech-savvy, as being adaptable and proactive in assisting users is key to providing exceptional support.

I once had a user who was struggling with our app on a critical deadline. I took the initiative to provide one-on-one support, guiding them step-by-step until they felt confident. They appreciated the extra effort, and it reinforced my belief in the value of exceptional service.

I would greet the user warmly, provide a brief overview of the app's features, and walk them through the registration and onboarding process. I’d ensure they know where to find help resources and encourage them to reach out with any questions.

I prioritize continuous learning by attending webinars, reading industry articles, and participating in training sessions. Remaining updated on software changes or new policies is critical for delivering accurate support.

I find motivation in helping others and solving their problems. The satisfaction of turning a frustrated user into a happy one drives me to provide the best possible service every day.

I have some experience in the healthcare industry, which helps me understand the unique challenges faced by users in this sector. I stay informed about healthcare trends to better assist all users effectively.