L1 Software Support Agent

About the role

Eon Dental is seeking a Level‑1 Software Support Agent to serve as the first point of contact for users of its software platforms. Based in Amman, Jordan, the role reports to the Delivery Head and focuses on delivering timely, accurate, and professional assistance to maintain user satisfaction and operational efficiency.

Key responsibilities

• Provide first‑level support for software issues via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incoming tickets according to standard operating procedures.
• Perform initial troubleshooting and resolve common software‑related problems.
• Communicate clearly, professionally, and empathetically with end‑users.
• Follow up with users to confirm resolution and ensure satisfaction.
• Escalate unresolved or complex issues to Level 2 support or subject‑matter experts.
• Document solutions and contribute to the internal Knowledge Base.
• Create, update, and close support tickets with comprehensive summaries.
• Support post‑resolution testing and validation activities when applicable.
• Stay informed about product updates, features, and changes.
• Participate in team meetings, training sessions, and process‑improvement initiatives.

Required profile

• Based in Amman, Jordan.
• Reports to the Delivery Head.

Required skills