Service & Support Representative Job Description

Service & Support Representative Job Description

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Service & support representative provides support to Integration team to identify integration solutions that meet business needs and align with industry best practices.

Service & Support Representative Duties & Responsibilities

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

Sample responsibilities for this position include:

Officers, and Middle Office professionals at Traditional Asset Managers and Hedge Funds
Manage incoming emails from vendors requesting information
Interact via email and telephone with nation-wide district offices
Relay customer requests
Obtain answers and/or back-up to send back to requestors
Interface with both internal and external customers
Perform service coordinator work with scheduling, tracking parts and responding to customer needs
Provide comprehensive technical support services to support center customers
Work within Service Level Agreements, including but not limited to Average Speed of
Use all available Knowledge Management Tool during the call

Service & Support Representative Qualifications

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

Licensing or Certifications for Service & Support Representative

List any licenses or certifications required by the position: ITIL, HDI, P2, ASE, DISN, DISA, ASPPA, FAS, FSE, ASCP

Education for Service & Support Representative

Typically a job would require a certain level of education.

Employers hiring for the service & support representative job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in Education, Military, Associates, General Education, Information Technology, Business, Technical, Computer Science, Technology, Management

Skills for Service & Support Representative

Desired skills for service & support representative include:

Tools
Ability to leverage that information in creating customized customer solutions
Major products and services and product and service groups
Values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Ability to utilize processes
Addressing and preventing fraudulent situations
Anticipating
Approaches
Operational
Process problems

Desired experience for service & support representative includes:

Take all necessary steps to ensure customer satisfaction at the end of the call
Maintain responsibility for full base of assigned accounts, for all product lines
Process requests for loaners, shipping loaners, follow up on overdue loaners – working with Consignment for demo loaner when necessary
Analyze information and work with Supervisor, Technical Advisors, Contracts and Service departments to prepare estimates and provide repair information for all product lines and divisions to ensure completeness before sending to customer and rep
Communicate with Customer and Sales Reps on all aspects of repairs
Perform required estimate follow-ups, approvals and refusals

Service & Support Representative Examples

1

Service & Support Representative Job Description

Job Description Example
Our innovative and growing company is looking for a service & support representative. 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 service & support representative
  • Create Equipment record for all capital equipment sold
  • Provide training, support and back up to other members of the Customer Service team
  • Run reports as required
  • Perform all other tasks and requests necessary to provide exceptional Customer Service and to assist the Customer Service team as required
  • Perform other related duties and/or work as assigned
  • You will respond to routine customer service/service partner inquiries, and also reply to issues via telephone and e-mail by using standard screens, scripts and procedures
  • During your active and highly productive workday, you will navigate a computerized system for information gathering and booking travel for employees
  • Through teamwork and integrity, you will direct travelers to published materials, secondary sources, or senior level CSRs for more complex inquiries
  • Validate orders for compliance and accuracy
  • Level II Support via phone and email inquiries
Qualifications for service & support representative
  • Handle stressful situations in a fast paced environment
  • Must have excellent telephone skills
  • Ability to problem solve and make decisions and ability to interact with internal and external customers of all levels is essential
  • Must be able to perform data entry with speed and accuracy
  • Ability to work flexible hours is a plus
  • Ability to handle numerous responsibilities at one time is preferred
2

Service & Support Representative Job Description

Job Description Example
Our innovative and growing company is hiring for a service & support representative. 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 service & support representative
  • Handle all inquiries for pricing and product information for transactional furniture
  • Communicate information back to customers
  • Contact Furniture Support Teams, vendors, 3rd party freight companies, and Business Interiors Delivery
  • Understand oncology/reproductive testing government billing rules around CPT codes reimbursable under the Physician Fee Schedule
  • Process bill code changes/transfers and adjustments daily from phone inquiries or correspondence
  • Use multiple systems to research, troubleshoot, and resolve problems and address client complaints
  • Manage incoming phone inquiries regarding service features, options and pricing
  • Assist customers with hardware and software configuration
  • Schedule on-site service calls as needed
  • Escalate technical issues to appropriate group
Qualifications for service & support representative
  • Flexibility to provide the shift coverage for holidays and absence as required
  • The ability to respond to difficult customer situations and
  • Familiarity dealing with vendors and who to call for information and pricing
  • Experience in complex problem resolution and escalations process
  • Minimum of 3-6 months customer service experience, preferred High Touch and/or Specialty training
  • Shift will be assigned between 6-6pm MST
3

Service & Support Representative Job Description

Job Description Example
Our company is looking for a service & support representative. 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 service & support representative
  • Escalate L3 issues to Supervisor or Sr
  • Process and register customer data from Nolo.com online forms
  • Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests from inception to completion
  • Work as the primary liaison between client and vendor
  • Provide client reporting data as required either through the CMMS reporting system or by gathering pertinent information as directed by the responsible PM
  • Maintains ongoing contact with both internal and external clients to ensure follow through on requests (work order updates, completion)
  • Keep lines of communication open throughout Care, including partners
  • Performs various clerical duties such as sorting correspondence, filing, photocopying, scanning and indexing documents
  • Insurance billing, researching accounts in client systems including payments, inbound and outbound calls to clients
  • Assists with follow-up activities related to patient, guarantor and insurance company correspondence
Qualifications for service & support representative
  • Primary Customer Service contact for patients, pharmacies and medical professionals utilizing an Opus Health program
  • Flexible and self-motivated individual
  • Ability to analyze, anticipate and solve problems
  • Strong computer skills and knowledge of internet software
  • Minimum of 6 months customer service experience in a call center environment
  • The position requires a high level of research, analysis and resolution of system and product issues
4

Service & Support Representative Job Description

Job Description Example
Our innovative and growing company is hiring for a service & support representative. 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 service & support representative
  • Effectively communicate with customer other Service Engineers
  • Execute on account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention
  • Drive continuous improvement through the execution of action plans and inventory tracking mechanisms
  • Provide clear office communication with location managers and patrons
  • Set up customers with FCC, handle FCC disbursements
  • Crop protection product mixing
  • Utilizes SAP to run reports used to monitor processes and correct errors
  • Process consumer returns, credit requests & RMA’s
  • Assist employees with benefit and discounted orders
  • Verify and update consumer records and billing information
Qualifications for service & support representative
  • 2-3 years technical support experience with an emphasis on providing excellent service in a customer care role in banking, financial, or accounting role is highly desired
  • Candidates must be flexible to work 1st, 2nd, and 3rd shift positions
  • 1-2 years experience working in an IT call center environment
  • Candidates must be analytical with their problem solving skills
  • Previous Personal Insurance experience strongly preferred
  • Excellent communication and telephone skills are necessary
5

Service & Support Representative Job Description

Job Description Example
Our company is searching for experienced candidates for the position of service & support representative. 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 service & support representative
  • Move inventory and remove out of stock items on live orders
  • Work in CRM system to aid with consumer requests and document all account interactions
  • May assist in the cross-training of fellow Customer Service Representatives
  • May assist in the generation of various department reports for senior management
  • And email
  • Verify customer account information to assure proper billing and worksite
  • Required changes and communicates to Service Database Representative for installation
  • Move/correction
  • Receives detailed instructions on most assignments
  • Knowledge-base contributions
Qualifications for service & support representative
  • The employee is regularly required to sit for extended periods
  • Demonstrated skill in process improvement and/or operations excellence
  • Possess strong interpersonal and communication skills, both verbal and written, strong organizational and planning skills
  • Zendesk or Service Now software
  • Candidate must possess at least a Bachelor's/College Degree in Engineering (Others), Computer Science/Information Technology, Business Studies/Administration/Management or equivalent
  • Ability to articulate any limitations of data, , identify customer insights from data

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