L1 Software Support Agent

Job Summary

The L1 Software Support Agent in Amman, Jordan, serves as the initial contact for users needing help with Eon Dental’s software platforms, handling basic troubleshooting and support requests while escalating complex issues.

Responsibilities

• Provide first-level software support via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize tickets following SOPs.
• Perform initial troubleshooting and resolve common software issues.
• Communicate professionally and empathetically with users.
• Follow up to confirm issue resolution and user satisfaction.
• Escalate complex or unresolved issues to L2 or technical teams.
• Document solutions and update the internal Knowledge Base.
• Create, update, and close support tickets with detailed summaries.

Requirements

• 0–2 years of experience in technical support or customer service.
• Basic knowledge of web and desktop applications.
• Excellent communication skills in English and Arabic.
• Ability to follow processes and use ticketing systems.
• Availability for shift-based work including weekends or evenings.
• Flexibility to adapt in a growing support environment.

What the company offers

• Positive culture and opportunities for growth.
• Opportunity to impact Eon’s customer experience directly.
• Work with motivated, cross-functional teams.

We refresh listings regularly, but some roles close early on the source platform.