Customer Support Agent Job Description

Customer Support Agent Job Description

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Customer support agent provides daily support for PC hardware and software, including: Windows 7, Windows 10, Office 365 and other corporate applications.

Customer Support Agent Duties & Responsibilities

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

Sample responsibilities for this position include:

Supplying information to the customer
Routing the call record to the appropriate provider of Service
Maintaining relationship with customer via constant updates and reports
Maintain an outstanding level of customer service focus whilst dealing with customers
Provide exemplary support to our customers, internal and external
Ensure all work is logged and updated using our proprietary ticketing system
Handling customer calls and resolving critical Technical issues promptly
Basic troubleshooting of GPS installation in vehicles
Working with our technicians on product installs and testing
Reporting any technical issues immediately to management

Customer Support Agent Qualifications

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

Licensing or Certifications for Customer Support Agent

List any licenses or certifications required by the position: TIA, CDIA

Education for Customer Support Agent

Typically a job would require a certain level of education.

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

Skills for Customer Support Agent

Desired skills for customer support agent include:

Ubisoft products and process
PC based internet and software applications
Pricing
Approvals and quoting business processes
Hardware and MS Windows / Microsoft Office
Print Setup and Internet Explorer in particular
Product configuration
Windows 7/8/10
Salesforce
Internet

Desired experience for customer support agent includes:

You reassure customers when delivering product diagnoses and potential solutions
You’ll need to be flexible with your schedule
In addition, all candidates must have an excellent standard of spoken and written English as the working and social language of the call centre
Independent, Self-motivated, Results orientated, Focused, Confident & Flexible
Native/mother tongue speaker in French
Native/mother tongue speaker in German

Customer Support Agent Examples

1

Customer Support Agent Job Description

Job Description Example
Our innovative and growing company is looking for a customer support agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support agent
  • Support all consumer contacts in flawless Czech
  • Hunt leads and follow up opportunities for new customers, lost or inactive accounts regular accounts
  • Processing within ‘Standard Response Times’ (SRTs) and according to ‘Standard Operating Procedures’ (SOPs) location-related requests submitted by internal and external customers
  • Complying with high accuracy levels, independency, pro-activeness, responsibility, sense of urgency and reliability in order to ensure the correct application of standard configurations, security and control policies for specific agents, countries and regions
  • Detecting, correct or escalates errors or inconsistencies in already existing records in order to actively contribute towards ‘database integrity’
  • Providing high quality support to ‘Field Operations Teams’ and other WU departments, by properly handling their requests, creating specific queries/reports, providing ‘SME’ coaching and foreseeing possible issues, which must be prevented
  • Providing daily feeds to crucial online location applications such as DSS Dashboard (consulted by WU Sr
  • Detecting and defining improvements on departmental procedures and tools
  • Handling database uploading and maintenance tasks such as adding, modifying, deleting operators, authorized operators, terminals, location general info, hours, downloadable files, limits, hours
  • Adds new locations, processes, Agent Portal requests, FX manual rate updates, and is capable of processing massive requests to create and update location data
Qualifications for customer support agent
  • You maintain composure and customer focus while troubleshooting and solving issues
  • Providing top class support to customers in terms of their web content
  • Native/mother tongue speaker in Russian
  • The ability to type 25 words per minute or higher
  • 6 months or more customer service experience
  • 6 months or more working with multiple software applications
2

Customer Support Agent Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer support agent. 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 agent
  • Support internal and external customers by creating specific queries and reports in SQL or MS Access
  • Properly honor special project/tasks assigned (includes SOP maintenance)
  • Actively participate with ‘data consistency verification processes’ in order to ensure ‘database integrity’
  • Provide ideas to improve currently available departmental processes and tools
  • To support all consumer contacts in the specified native language
  • To act with autonomy and collaborate with the rest of your team to provide accurate and thorough solutions to customer issues
  • To look for opportunities to improve the customer experience by sharing consumer feedback and recommendations to internal Production & Business teams
  • Front line voice of the company through professionalism and positive demeanor
  • Demonstrates high member satisfaction levels and results
  • Provides high quality service beyond member expectations
Qualifications for customer support agent
  • Availability to work in shifts and during weekends 24 X 7 X 365
  • Very Strong knowledge of Windows and Browser Configurations would be essential
  • Fluent in English at a very high level both written and oral is a must
  • Fluent in at least One Foreign language written and oral
  • Strong knowledge of Windows, Printers and Browser Configurations would be essential
  • Act as a Language Triage function when customers do not have the ability to speak English (Italian)
3

Customer Support Agent Job Description

Job Description Example
Our growing company is looking to fill the role of customer support agent. 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 agent
  • Demonstrates a high degree of empathy, compassion, and professional kindness with all members
  • Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills
  • Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty
  • Speaks positively of the company and members at all times
  • Demonstration of excellent written and verbal skills
  • Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service
  • Displays active listening skills to anticipate member needs
  • Asks clarifying questions to support proper solutions and uncover additional needs
  • Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
  • Maintains regular contact with, and supports the Manager- and informs Manager and team members of specific member situations where potential for errors exist
Qualifications for customer support agent
  • Possess a good understanding of both telecommunication hardware elements, software and platform components
  • Self-Motivated & excellent timekeeping
  • Able to work independently and demonstrate good decision making and autonomy
  • Have the ability to work remotely and communicate efficiently with the Night-shift Team lead
  • Show flexibility to switch between shifts and can easily travel to the office for meetings and events as needed for business purposes
  • Quick thinker and work proactively
4

Customer Support Agent Job Description

Job Description Example
Our growing company is looking for a customer support agent. 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 agent
  • Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
  • Help customer set up and configure Rosewill products, uninstall/reinstall basic driver applications, verify proper hardware and software set up, power cycling equipment, assist with navigating around application menus and troubleshooting issues
  • Guide customers through network configuration for wired and wireless products
  • Follow up and make scheduled call backs with customers where necessary
  • Help with customer service questions on orders and returns
  • Perform customer service related work as required and authorize manufacturer product returns when necessary
  • Dispatch and other duties as assigned
  • Provide support via digital and phone channels regarding clients’ accounts, general inquiries and user complaints
  • Manage our social media channels, engaging with customers and work in both our proactive and reactive communication
  • Be the voice for our customers
Qualifications for customer support agent
  • HS Degree or equivalent and 2 years related experience, customer service, in a call center environment
  • Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security
  • Ability to follow and abide by all information and security policies and practices
  • Strong communication, time management and call management skills
  • Understands & is comfortable with Sales and other Call Center Key Performance Indicators (KPIs) preferred
  • Prepared for and reacts positively to consistent change preferred
5

Customer Support Agent Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support agent
  • Perform the necessary operations activities such as opening client accounts, actively managing fraud, as needed to assist customers
  • Build trust with our users by adhering to the regulatory, risk management, and legal obligations that come with operating in the banking industry
  • Be able to think outside of the box, composing thoughtful, personalised responses for a variety of customer requests
  • Respond to requests, questions and issues received from customers via phone and/or email
  • Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters
  • Support all consumer contacts in the specified native language
  • Provide support to WU agents located in US and Canada with Settlement (debits, credits, refunds), Reporting and Commission inquiries
  • Providing initial triage technical support (basic technical issues)
  • Answer high volume of support calls for Property Management Systems (Opera, Suite8, BART) or Point of Sales (Simphony, RES products) in a timely manner
  • Knowledge of the Fair Credit Reporting Act in response to consumer requests
Qualifications for customer support agent
  • Able to multitask and prioritize effectively within guidelines preferred
  • Advanced level of English/Italian or English/French language
  • Proven multi-tasking and problem resolution ability in a fast paced environment
  • Excellent written and verbal communication skills in German language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
  • Strong verbal fluency in English
  • Passion for providing phenomenal customer service

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