Customer Support Advisor Job Description

Customer Support Advisor Job Description

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Customer support advisor provides first level technical support assisting faculty and staff with software-related problems, including support for operating systems (Windows 10, macOS), Internet applications (Internet Explorer, Google Chrome, Apple Safari, etc.), office productivity applications (MS Office 2019 and Office 365), mobile applications, cloud-based file-storage (Box), and other applications/services as necessary and appropriate.

Customer Support Advisor Duties & Responsibilities

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

Sample responsibilities for this position include:

To handle a wide variety of complex queries across our Customer Care sites
Demonstrate empathy and understanding when dealing with all customer enquiries
Providing information and advice to professionals from criminal justice agencies, such as the courts, police and probation
Entering important information given to us by criminal justice agencies onto our systems
Internet Service - minimum of 10.0 mbps download and 1.5 mbps upload (no wireless or satellite connections)
Basic Landline Telephone Phone Service (required during Training and for Production calls)
Take the necessary action to react to the calls received by liaising with Welfare Officers, Maintenance Teams, Accommodation Team, the Walsall office, Transport Teams to ensure all issues are addressed within contractual timescales and update CAtS accordingly with all action taken
Acknowledge all complaints within 24hrs
Work to meet or exceed monthly, quarterly performance targets for customer service and compliance
Be an expert on all elements of our services areas including but not limited to network tariffs, returns and exchange policies/procedures, escalation routes, cashback process, coverage packs etc

Customer Support Advisor Qualifications

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

Licensing or Certifications for Customer Support Advisor

List any licenses or certifications required by the position: D+H, ITIL

Education for Customer Support Advisor

Typically a job would require a certain level of education.

Employers hiring for the customer support advisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Business, Mathematics, Finance, Engineering, Economics, Education, Information Systems, Communication, Management of Information Systems

Skills for Customer Support Advisor

Desired skills for customer support advisor include:

Desktop and database applications
C/C++
Google Workspace platform and Mac Operating system
Databases
Hardware
Internet and various applications
Job related information as
MS Office Applications
Networks
Peripherals as

Desired experience for customer support advisor includes:

Sense of discretion around confidential information
Ability to work independently and in a team, anticipate problems and suggest solutions
Able to handle difficult conversations with patience
Able to maintain knowledge in an ever changing environment
Web-based content management Systems
CRM/Customer Support Tools

Customer Support Advisor Examples

1

Customer Support Advisor Job Description

Job Description Example
Our growing company is hiring for a customer support advisor. 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 customer support advisor
  • Adapt with all system and process improvements to reduce the impact on customer experience
  • Use standard operating procedures to deliver a consistent customer experience in a way that builds the propensity for the customer in order to recommend Carphone Warehouse
  • Provide solutions to best support the customer in line with their needs
  • Provide feedback and share ideas on our processes to improve efficiency and flag any major system issues to the Direct Service Manager
  • Process all cases accurately and efficiently into the relevant systems
  • Investigating and resolving issues raised by Customer Service advisors
  • Processing warehouse requirements including daily returns
  • Maintaining a high level of quality and accuracy
  • Meeting targets set across the Customer Service department
  • Provided a high level of service to our 3rd party Tech platforms which includes 1st & 2nd line Support
Qualifications for customer support advisor
  • Social Media Applications (Facebook, Twitter)
  • Fluency in Polish and Czech/Russian– both written and verbal
  • Knowledge of FMIC product lines is preferred
  • Post-secondary education is preferred or an equivalent level of experience
  • Hands-on experience on working with a bank or non-bank deployment for at least 3 Yearsin the area of branchless banking and mobile money agent solutions is mandatory
  • Previous experience in designing strategies for branchless banking and mobile financial services providers is mandatory
2

Customer Support Advisor Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer support advisor. 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 customer support advisor
  • Adaptable and able to work off own initiative
  • Ability to sell and persuade
  • Proficient in retaining and re-activating lapsed members
  • In-depth understanding and ability to perform all BACS related functions
  • To provide excellent levels of care and service to all ArcelorMittal Orbit visitors
  • Striving to create a tailored experience for each visitor, as a proactive and engaged member of the ArcelorMittal Orbit team
  • To effectively manage and respond to all incoming enquiries and communication via phone, post, email and social media
  • To provide advice and information on a range of services
  • To receive, process and issue tickets in both electronic and paper format
  • To receive and process any complaints, comments or suggestions, resolve where possible at first point of contact or pass to relevant team appropriate to the level of responsibility of this post
Qualifications for customer support advisor
  • Previous work in Nepal or similar environment a plus
  • Amplifier
  • Mute button
  • Noise canceling microphone
  • Ability to work as a team member, independently with minimal supervision
  • Minimum GCSE in Maths and English grade C+
3

Customer Support Advisor Job Description

Job Description Example
Our growing company is looking to fill the role of customer support advisor. 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 customer support advisor
  • To process payments, maintaining accurate records, adhering to all audit requirements as required
  • To adhere to established procedures for each service request, adhering to agreed quality standards to maximise visitor satisfaction
  • To assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective visitor experience function
  • Provide excellent customer service to maintain positive customer relations through effective communications and delivery of service in accordance with customer requirements
  • To maintain and produce the Out of Hours rota for SPS
  • Weekly reminders to the on call engineers
  • Ad-hoc Printing and binding
  • Order tools, PPE and relevant equipment and to maintain individual inventory records
  • Processing of starters and leavers forms for both engineers and Customer Service staff
  • Assist with generating quotations on both Helpdesk systems, and manual forms
Qualifications for customer support advisor
  • Ability to work under targets and with deadline
  • On a day to day basis?
  • Must have USMC MROWS systems support experience and be able to acquire/ maintain a Secret Clearance
  • To pro actively build a good product knowledge
  • To handle payments in accordance with the organisation’s cash handling, data protection and PCI compliance procedures
  • To work as part of a team to achieve targets
4

Customer Support Advisor Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of customer support advisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support advisor
  • Raise PPM orders as and when required for contract renewals
  • To produce and maintain Customer Service performance reports
  • To process incoming engineers post
  • Ensure that Kier Core Values are enforced
  • Providing operational and subject matter expertise to team members
  • Delivering coaching support and guidance
  • Supporting the induction of new employees
  • Providing an alternate escalation point for issues
  • Substituting for the Team Manager in the Team Manager’s absence
  • Supporting the Team Manager in regard to performance management activities
Qualifications for customer support advisor
  • Selling add on products such as guide books
  • To assist in the managing of queues and admissions areas when required
  • Demonstrable IT literacy with Microsoft Office, particularly Excel & Outlook
  • To liaise with resource managers to provide feedback and seek direction on the effective deployment of resources
  • To record and schedule sickness and absence, updating various excel spreadsheets and AskHR
  • Provide engineers with effective work schedules
5

Customer Support Advisor Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer support advisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support advisor
  • Communication with the Team Leader & Contract Management Team on decisions regarding subcontracting and re-allocate accordingly to the Supply Chain
  • Uses solid understanding of market practice, 3rd party products, trouble-shooting, technical architecture and processes to add value by proposing product enhancements and improvements
  • Handles complex cases and involves other parties from development when necessary
  • Follows best practices for case management and takes a systematic and methodical approach to resolving complex solutions
  • Provides input on the definition and implementation of projects and follows-up on an upgrade as the development centers main contact
  • Follows up on small crises to ensure the team is able to get client on track
  • Provides regular updates on projects, identifies risks and raises warning when necessary
  • Uses experience and high-level/functional knowledge to coach junior colleagues to solve cases and secure the delivery of the team’s objectives
  • As a member of the FusionCapital Opics CS team your responsibilities will include but are not limited to
  • Analysing product technical issues and providing effective, timely and quality resolution in accordance with agreed customer metrics
Qualifications for customer support advisor
  • Earbuds with microphone
  • High school, college or university degree
  • Working knowledge of SFG20
  • Understanding of supply chain/basic planning process (order, production, delivery)
  • A relevant NVQ or equivalent qualification
  • Member advisors help to provide Etsy users with the best overall experience using the site

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