Support Agent Job Description
Support agent
provides intermediate to advanced technical support for Microsoft Windows 2010, Apple OS X, Microsoft Office (2000-2010), Project, Visio, Internet Explorer, add-ons and other web browsers.
Support Agent Duties & Responsibilities
To write an effective support agent job description, begin by listing detailed duties, responsibilities and expectations. We have included support agent job description templates that you can modify and use.
Sample responsibilities for this position include:
This position will be expected to answer inbound calls making outbound calls for Technology Sales and FTD Member Support
Provides answers to users by identifying problems
Resolves problems by clarifying issues
Fulfills requests by clarifying desired information
Keeps equipment operational by following established procedures
Achieve targets to ensure that our customers receive the best possible service
Receives, issues and credits parts and materials
Prepares proper documents and enters all necessary transactions in TRAX
Receives, unloads, unpacks, checks and identifies all incoming material
Stores all parts and material after ensuring proper packaging and labeling
Support Agent Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Agent
List any licenses or certifications required by the position: COBRA, FPC, TIA, HDA, CSS, MCSE, CCNA, OS, ACS, HDI
Education for Support Agent
Typically a job would require a certain level of education.
Employers hiring for the support agent 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 Support Agent
Desired skills for support agent include:
Ubisoft products and process
Internet Explorer
Microsoft Operating Systems local and remote administration and Microsoft Office family applications
Windows operating systems
Databases and network security concepts and tools
Networks
Web servers
Microsoft
Access control products
Fraud detection
Desired experience for support agent includes:
Experience handling customer contacts through multiple channels
Excellent in verbal and written Spanishlanguage and English language skills is required (Testing for proficiency will be performed)
Excellent in verbal and written Italianlanguage and English language skills is required (Testing for proficiency will be performed)
Excellent in verbal and written English language skills is required (Testing for proficiency will be performed)
Active and professional social media user (Twitter, Facebook, YouTube, Instagram, Google+, Vine )
Previous experience of working in a regulated environment Financial services
Support Agent Examples
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Support Agent Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of 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 support agent
- Assist Entrust Partners and Affiliates with enquiries and/or customer issues
- Is responsible for complex customer service case management and is first point of contact for escalations
- Reviews and assigns requisitions, works with hiring managers to determine sourcing for internal requisitions and lower-level external requisitions, and builds candidate pipeline
- Consults with managers on HR and recruiting processes, communicates front-end process capabilities, and proposes ad-hoc solutions to HR needs
- Identifies and leads process improvements and provides process solutions for non- standard, sub-process activities
- Specializes in the support processes and engages in the beginning-to-end support process within a sub-region or function
- Manages employee indicative data
- Provides guidance on recruitment plans and ensures hiring plans are aligned with hiring goals and metrics (e.g., time to fill, cost per hire)
- Supervises lower-level employees in the support processes
- Conducts daily analysis of work progress and metrics
Qualifications for support agent
- Able to summarize
- Weekend hours required
- Previous work experience related to warehousing, distribution centres, logisitics, freight forwarding and airport operations is an advantage
- Fair command of spoken English and Cantonese
- Strong problem solving skills – you’re resourceful and will know our product so well that you'll really understand what the customer needs
- A positive, happy attitude that makes you want to delight our customers every day
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Support Agent Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of support agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support agent
- Management all orders in Oracle & DYNAMICS AX
- Manage all outstanding PO's , ensuring that all are closed and invoiced in a timely manner
- Support member will interface with contacts at FSI -080, Austell GA to ensure that replenishment orders are shipped for store delivery due dates and track returns for proper processing for account credits
- The Flagship support member works with Planning for product availability, Inventory Control for inventory adjustments - DYN AX PO's issued to transfer inventory between saleable & display warehouses
- Finance -- provide credit memos and ensure closure of Oracle SO's & DYN PO's for invoicing
- Interface with 3rd party suppliers (Elan Polo) to proactively follow up on the status of direct ship customer slipper orders, provide status of the delivery to the customer to communicate any delay in delivery and backorder status and provide stores with status of all slipper replenishment orders
- Nest Fragrances, follow up on any outstanding orders that have not shipped as promised and provide status of the order to the stores
- Support member works closely with Warranty/Retention team to provide input and ensure that warranty claims are addressed in a timely manner
- Must exercise good judgment in order to comply with defined appointment priorities and ensure company level productivity goals are met
- Enhance organization reputation by accepting and maintaining ownership of any exceptions during the customers’ service experience
Qualifications for support agent
- You want to be part of a San Francisco startup that is growing so fast we can’t keep up with ourselves!
- Post-secondary education in a related field with relevant work experience
- Sound knowledge of MS Office (Outlook, Word, Excel, PowerPoint and MS Project)
- Able to work with confidential documentation
- Bilingualism French/English (Oral and Written) is an asset
- Able to work with confidential documentation & familiarity with an environment requiring absolute discretion
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Support Agent Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of support agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support agent
- Delivering world-class customer service by following established departmental policies, processes, and standards
- Crafting customized responses to address all facets of player issues
- Receive inbound calls from customers, lien holders, and/or dealers requesting a status of a GAP claim
- May handle initial report of loss, establish claim, and explain the claim process
- May handle special projects assigned by management
- Provide first level support to customers in troubleshooting application issues
- Administer cases and customer information in Salesforce.com
- Prioritize multiple projects and/or issues at any given time in the face of tight deadlines, high customer expectations and demanding Rainmaker standards
- Distill complex topics into key talking points and then be able to communicate them to clients and co-workers in a simple and coherent manner using a consultative approach
- Support customers with questions related to Rainmaker products
Qualifications for support agent
- Demonstrate a mature judgment
- Bilingualism French/English (Oral and Written) is an important asset
- College or university graduate with degree in IT preferred
- MUST be eligible for US federal security clearance
- Must be able to obtain proper restricted area clearances (AOA, Customs)
- Must have a valid ramp license
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Support Agent Job Description
Job Description Example
Our growing company is looking to fill the role of 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 support agent
- Send invoices to customers
- Close projects in Oracle
- Develop records of daily data communication transactions, issues and remedial actions taken or installation activities
- Rectify computer problems, and suggest appropriate action/solutions
- Hardware repairs with the appropriate vendors
- May be required to cover additional shifts to include days, nights and weekends
- May need to cover holiday shifts to include day, nights and weekends
- Provide Market direction based on risk characteristics and selects appropriate alternatives from options that are clearly defined, but may involve uncommon variations
- Deliver excellent technical support to internal and external clients
- Respond to all levels of customer technical complaints or issues and those requiring escalation
Qualifications for support agent
- Minimum 1 year in equivalent support environment
- Familiar with systems like Salesforce, Intercom, Asana is a plus
- Strong interest and proficieny in general electronics, experience with technology troubleshooting and help highly preferred
- Business or office experience preferred
- Minimum post -secondary education completed
- Minimum 3 to 5 years of experience in a Customer Service environment interacting with internal and external customers
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Support Agent Job Description
Job Description Example
Our company is looking to fill the role of 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 support agent
- Occasional outbound telephone / shared-screen assistance to stuck users
- Scheduled review of calendared events and updates of knowledge base
- Scheduling and having meetings with SMEs to resolve groups of tickets and train SMEs on working in-system
- KPI reporting and maintenance within Freshdesk (Helpdesk)
- Conducting training sessions via shared-screen
- Participating in SME work sessions to capture content and train on help desk procedure
- Offsite meetings of entire product team
- Track call stats for our software and digital apps products
- Monitor the queue
- Backup support for low to mid volume mailing machine
Qualifications for support agent
- Basic ability to adapt to change, strive for improvements and eager to learn new working processes, methods
- Experience in lean or other continuous improvement environments
- Conducting a high volume of outbound telephone calls to prospective customers supplied by marketing initiatives and to identify decision makers and opportunities with the goal of setting an appointment for a sales consultant
- Ability to write effective and professional communications via email
- A drive to meet and exceed goals
- Experience with CRM systems is a plus (Saleforce.com preferred)