Agent Support Job Description

Agent Support Job Description

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Agent support provides oversight for SA&A activities performed by third-party system providers for systems operated by third-party cloud service providers.

Agent Support Duties & Responsibilities

To write an effective agent support job description, begin by listing detailed duties, responsibilities and expectations. We have included agent support job description templates that you can modify and use.

Sample responsibilities for this position include:

Promote and facilitate exceptional interdepartmental communication
Maintains current knowledge of the various travel industries supported (air, car, hotel)
Effectively uses all available resources (knowledge resources, unused tickets)
Liaising and working closely with operations team in order to provide clerical and documentation support of shipments entering and exiting the Central Asia Hub
Executing flight movement alerts, transmitting shipment information and preparing flight documentations
Rectifying and following up on network on non-conforming shipments, Dangerous Goods, damaged and found shipments
Conducting and coordinating warehouse searches generated by network trace requests
Printing shipment manifests for shipment lodgement
Consistently achieve performance goals as defined by management
Participates in ongoing on-the-job training

Agent Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Agent Support

List any licenses or certifications required by the position: COBRA, FPC, TIA, HDA, CSS, MCSE, CCNA, OS, ACS, HDI

Education for Agent Support

Typically a job would require a certain level of education.

Employers hiring for the agent support job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Technical, Education, Graduate, Computer Science, Business, Communication, Information Technology, Networking, General Education, Associates

Skills for Agent Support

Desired skills for agent support include:

Apollo reservation system
Geography and the ability to read a map
Customer service standards
English
Functions and systems across the organization as they relate to administrative functions
5S
APIs/third-party integration
Basic computer programmes
Country specific regulations
Developing and editing video content

Desired experience for agent support includes:

Central Station Alarm Association (CSAA) Level I Operator Certification must be obtained within 3 months of accepting position
Must pass drug screen and extensive fingerprint and background check
Ability to able to multitask
High School diploma or GED.Excellent listening skills and patience.Ability to coach, gain and maintain trust with Customer Service Agents
Computer skills proficiency with data entry, Internet navigation, MS Office products
Previous experience providing technical support and set up for mobile devices, iPhone, iPad, android

Agent Support Examples

1

Agent Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for an agent support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for agent support
  • Assembles kits required for aircraft checks
  • Performs monthly shelf life checks and physical inventory counts
  • Must meet qualifications as required in lower level classifications
  • Provides application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of SAP package in accordance with contractual terms and conditions and established technical standards
  • Position will interact with every department in the company, with senior management
  • Review all inventory as each unit gets to a local facility to ensure each unit is represented in the best way possible cross check to make sure information is correct
  • Maintain ongoing tracking of work using approved productivity tools to ensure customer issues are properly tracked and are continuing to move toward satisfactory resolution within prescribed service level timelines
  • Be available to take action on work as assigned
  • Maintain operational documentation and participate in process improvement initiatives
  • Any other ad hoc duties as required or requested by support management
Qualifications for agent support
  • Hardworking, attentive to details, customer-oriented
  • Willing to work on 24-hour shift duties
  • Familiarity with operating systems including Windows OS versions, Mac OS versions, Linux
  • Ability to type using proper grammar at a rate of at least 25 words per minute
  • Experience with desktop and/or online software and/or software troubleshooting
  • Experience working with Internal and client Ticketing Systems for Incident and Problem Tracking
2

Agent Support Job Description

Job Description Example
Our growing company is hiring for an agent support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for agent support
  • May provide support for MADO transactions (data validation, data entry)
  • To undertake other duties as requested by Managers in order to develop your skills
  • Complete accurate manual entry of data, from multiple sources, as required by the implementation process
  • Analyze reports produced through the implementation process to identify and make corrections as necessary
  • Document issues encountered through the implementation process using account management tools, such as Salesforce
  • Review complex orders and Statements of Work to confirm that all services being provided have been properly requested
  • Perform peer review of the work produced by teammates to ensure it meets department quality standards
  • Communicate with clients to resolve complex issues with their submitted conversion materials, as required
  • Meet strict deadlines and manage multiple projects within a short time frame
  • Communicate with management regarding the status of assignments and any obstacles encountered that may hinder the achievement of designated goals
Qualifications for agent support
  • Professional attitude and meticulousness
  • Autonomous and resourcefulness
  • Windows and Apple)
  • Previous experience with imaging / configuring PC’s
  • A good understanding of computing Operating Systems such as Apple MacOS, Windows 7, 8 and 10, networking, peripheral devices such as printers, MP3, routers
  • College or certificate diploma in administrative support or technical diploma with relevant experience
3

Agent Support Job Description

Job Description Example
Our company is growing rapidly and is looking for an agent support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for agent support
  • Explaining processes and products
  • Effective communication both spoken and written
  • Attention to detail ensuring high levels of accuracy
  • Treating customers with respect and dignity
  • Assessing their individual circumstances and providing the best advice
  • Ensuring we address all point to avoid duplicate contacts
  • Serving as first point of contact to handle and resolve our most important player inquiries via email
  • Achieving customer satisfaction, quality, and productivity metrics
  • Utilizing CRM tools to investigate and respond to player inquiries
  • Identifying and escalating in-game issues for research, while being a strong player advocate
Qualifications for agent support
  • Must be certified to operate a forklift or obtain certification within 30 days of hire
  • Must be able to demonstrate ability to type 35 wpm
  • Must be able to learn and demonstrate ability using the Maintenance Inventory
  • Management system (TRAX), and other computer systems as necessary
  • Previous experience with TRAX
  • Current forklift certification or ability to obtain certification within 30 days of hire
4

Agent Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for an agent support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for agent support
  • Perform light data analysis using database tools
  • Perform basic product administration as requested by customers
  • Contribute product knowledgebase articles for customer portal
  • Participate and contribute in support and product development meetings
  • Provide proactive property performance reporting to Property Managers as needed
  • Create projects, tasks and budgets in Oracle
  • Offer support the managers in their daily project follow-up
  • Update project budgets
  • Understand customer contracts to ensure proper billing
  • Prepare and monitor reports for managers according to their needs
Qualifications for agent support
  • Broadband speeds of 15 MBPs down/1 Mbps up
  • You must have a USB headset with a microphone
  • Home office setup – at least one external monitor (dual monitors are highly recommended), mouse, and keyboard
  • You must have a workspace where you can work, uninterrupted by children, pets, or other environmental factors
  • Mobile phone with text messaging capability
  • One year of relevant inventory, shipping and receiving experience
5

Agent Support Job Description

Job Description Example
Our innovative and growing company is hiring for an agent support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for agent support
  • Provide excellent customer support in every situation
  • Communicate clearly in a friendly manner
  • Work collaboratively with team members of different departments
  • Assess and assure quality of work
  • Enjoy and be energized in delighting customers
  • Work well within a team and as an individual
  • Identify issues and escalate to a point of contact in an organized and timely manner
  • Review and triage of inbound tickets
  • Configuring and removing users per requests
  • Using and contributing to an agent knowledge base of how-to procedures
Qualifications for agent support
  • Working sales leads of pre-qualified calls or cold calls and securing appointments for our sales consultants
  • Learning and understanding the value proposition of FindLaw and effectively communicating this understanding to prospective customers
  • Updating prospect information in our CRM systems
  • Tracking, qualifying and routing leads sent from all sources including but not limited to special events, trade shows, direct mail campaigns, inbound and outbound calling, email marketing, and company web sites
  • 1-2 years in a professional environment, preferably with direct sales or customer service in a call center environment
  • Ability to communicate professionally and effectively over the phone

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