Support Representative Job Description
Support representative
provides expertise in products, customer-specific business processes and infrastructure, software systems development, system integration, database administration, or network engineering.
Support Representative Duties & Responsibilities
To write an effective support representative job description, begin by listing detailed duties, responsibilities and expectations. We have included support representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Accurately answer all consumer, agent and independent marketing organizations questions regarding all products and clearly explain product features, advantages and benefits, including variances by state
Maintain documentation for systems and applications
Implement best practices in accordance with IT Governance Policy
Maintain current applications, custom applications and systems
Provide technical support for workstations, applications and network
Provide IT training and assist users
Assist in the planning, documentation, and implementation of various systems to include desktop PCs, network equipment, software applications and peripherals
Act as on-site point of contact for warranty and contract management, third party support providers
Assist with IT inventory and tracking
Monitor and maintain the use of photocopiers and printers
Support Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Representative
List any licenses or certifications required by the position: CCNP, MCSA, MTA, CTIA, MCP, CDT, TLS, SSL, COMPTIA, CFPPS
Education for Support Representative
Typically a job would require a certain level of education.
Employers hiring for the support representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Associates, Technical, Education, General Education, Communication, Technology, Computer, Engineering, Science
Skills for Support Representative
Desired skills for support representative include:
Tools
Computer systems/software and computerized billing
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
Business analysis
Implementation of software products
Ability to utilize processes
Addressing and preventing fraudulent situations
Anticipating
Desired experience for support representative includes:
Administer, troubleshoot and support telephony and video conferencing systems (Avaya & Polycom)
Administer, troubleshoot and support Blackberry and iOS based mobile devices (BES7, Good, AirWatch)
Assist in troubleshooting issues with Investment Advisors
Investigate trading errors, short positions, trade booking problems
Communicate between Investment Advisors, the Field Support Service Desk, Middle Office, and Financial Advisors on trading issues and policy/procedure decisions
Support application development and testing efforts for all enhancements to proprietary trading systems, including coverage for extended and unconventional hours
Support Representative Examples
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Support Representative Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of support representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support representative
- Flexibility to work beyond scheduled shift, as needed, to ensure customer needs are met
- Ability to work a shift within our hours of operations and change schedule up to 4 times a year
- Address all interactions and drive them to successful resolution or escalate as required
- Perform logical troubleshooting of technical issues including coaching customers through step by step approaches to installing, configuring and using our products
- Generate, update and/or create service request tickets for all communications
- Read & Interpret CAD Drawing
- Verify Equipment List against Drawing and Scope of Work
- Assist Project Coordinator with updating Purchase requisition Analysis
- Verify Scope of Works against drawing and Equipment
- Provide equipment requirements to all supply vendors to include Royston Customer Service
Qualifications for support representative
- Build Excel table to transform and communicate data to with customers
- High school diploma and minimum of 2 years of experience in inventory control (cycle counting, ) or Bachelor’s degree in Supply Chain
- 2 + years minimum of experience working in a dental office chair-side surgical, dental laboratory and/or restorative dental practice
- 2 + years minimum of experience in customer service in a call center or in a corporate environment
- 1 + years minimum of experience using Microsoft Office (Excel is primary focus), SAP, SalesForce.com and/or other data entry applications
- Fluent in english (reading, writing and speaking) required
2
Support Representative Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of 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 support representative
- Track all equipment shipments to ensure delivery schedules
- Communicate with customers via CRM tool, email, and phone
- Collaborate on cross-functional projects
- Negotiate payment options with customers
- Operates under moderate supervision with little supervision
- Maintaining account plans and working with stakeholders in the business to achieve expected results
- Leads the design/ delivery of integrated multiple technologies solutions
- Manage external and internal customer requirements in a professional and timely manner
- Development and knowledge on current Nobel Biocare customer database to look-up customer account numbers, addresses, phone numbers, order tracking and customer history to assist in working with customers and internal departments
- Document product and customer complaints in accordance with Company guidelines and FDA
Qualifications for support representative
- Flexible, organized and be extremely detail oriented
- Effectively multi-task in a fast-paced corporate environment
- Professional demeanor and an overall positive attitude
- Have an innate customer service mentality and understand that our customers come first
- Work under pressure and maintain composure with little supervision
- Able to fill-in for others in the department and participate as a member of a diverse team
3
Support Representative Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support representative
- Provide assistance during in-house educational training programs as needed
- Conference and/or consult with other TSRs, clinical advisors, and other department personnel on unfamiliar issues or to confirm specific advice on product use
- Attend classes on current and/or appropriate computer software programs that Nobel Biocare utilizes in its operations
- Attend interdepartmental meetings deemed appropriate by manager
- Back up Customer Support, and other department phone response as required
- Carry out any other assignments and projects as determined by supervisor/manager
- Provide and/or assist in continuing education for in-house customer support staff for Nobel Biocare products
- Ensure that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators, and in conjunction with Customer Care policies and procedures
- Maintain a productive case load in support of the overall production requirements
- Collaborates effectively with other Customer Support staff to ensure all inquiries are handled with similar levels of quality and consistency
Qualifications for support representative
- Late/Missing Delivery
- RED Orders
- Outbound Dialer
- Resolution Support
- Maintain good working knowledge of standard operating procedures, processes, and systems
- Communicate effectively with internal/external partners seeking additional information when needed which include escalated situations
4
Support Representative Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of 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 support representative
- Recommend policy and procedures
- Liaise with airworthiness authorities
- Attend incident report and flight safety meeting
- Technical engineering help desk and product support for operations
- Engineering management of BHL fleet
- Product and technical liaison between BHL and manufacturers
- Component reliability analysis
- Revision and implementation of approved maintenance programs and allowed/ maintain structure in SAP
- Project assessment and evaluation for BHL and third party work
- Assess and validate changes to Master data in SAP
Qualifications for support representative
- Assist team in achieving departmental goals
- Prior experience selling web products or services to small businesses
- Possess and maintain a Driver’s License
- Must be able to function in a workgroup, team-oriented environment A basic understanding of networking concepts
- Experienced with Reading & Interpreting CAD drawings
- Knowledge of Excel, Outlook, Power Point
5
Support Representative Job Description
Job Description Example
Our growing company is hiring for a 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 support representative
- Edit and confirm technical engineering documentation changes
- Visit operational bases, manufacturers and / overhaul facilities
- Address Fleet Support Service Desk Tickets
- All other duties as assigned by the Maintenance Control Manager
- Overall support to Sales Managers
- Prepare sales quotations any documentation as requested by sales management
- Send Sales Order confirmation to the customers within specified time scales
- Update existing sales order as required-submit weekly reports on all the orders due to be shipped the following week
- Support shipping/logistics department for on time delivery print packing lists and forward to freight forwarders prior to the shipment, collect all the signed shipping documents and save it on the server prior to the invoicing
- Adhoc tasks as assigned by manager
Qualifications for support representative
- Sense of Urgency in responsiveness
- Demonstrated ability to function effectively in a fast-paced team environment
- Ability to manage a high volume of incoming calls, emails and transactions
- Assertive, self-directed and motivated, possessing a positive attitude
- Must have excellent written and verbal communication skills to write, document and explain technical issues
- Demonstrates self-initiative and innovation skills