Agent Support Resume Samples

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MG
M Green
Margie
Green
510 Gibson Forks
Los Angeles
CA
+1 (555) 274 6928
510 Gibson Forks
Los Angeles
CA
Phone
p +1 (555) 274 6928
Experience Experience
10/2015 present
Philadelphia, PA
Student Tech Support Tier-senior Assist Agent
Philadelphia, PA
Student Tech Support Tier-senior Assist Agent
10/2015 present
Philadelphia, PA
Student Tech Support Tier-senior Assist Agent
10/2015 present
  • Provide agent coaching and mentoring assistance and support
  • Work closely with Quality, Training, and Productivity managers and staff to ensure all KPIs are met
  • Research content and curriculum with a view to providing support
  • Provide support services to update training manuals and programs and the knowledge base
  • Assist with recruiting, interviewing, training, and coaching of new agents
  • Provide training support by nesting with new agents and answering questions as a “rover”
  • Assist with trouble ticket reviews and follow-up
03/2013 04/2015
Los Angeles, CA
Agent Support Analyst
Los Angeles, CA
Agent Support Analyst
03/2013 04/2015
Los Angeles, CA
Agent Support Analyst
03/2013 04/2015
  • Tracks and provides information necessary to assist the ASC and the ITS dept in day to day operations
  • Communicate necessary information to ASC and management for support and review
  • Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules
  • Responsible for testing illustration software on different operating systems while following test matrixes. May also provide input to testing scenarios
  • Under direct supervision, provides website and system support to remote agents
  • May also provide input to testing scenarios
  • Assists with software testing and packaging
06/2009 09/2012
Detroit, MI
Student Technical Support Blended Agent
Detroit, MI
Student Technical Support Blended Agent
06/2009 09/2012
Detroit, MI
Student Technical Support Blended Agent
06/2009 09/2012
  • Work with manager to implement products and processes to increase Student Tech Support team efficiencies and quality
  • Act as liaison for web-based application problems between users and developers
  • Respond to voicemails and WebMails, follow up with responses to message board posts, and create trouble tickets as necessary
  • Perform other duties as assigned, including manual labor, such as staging materials, packing, inventory, and delivery
  • Provide training support by nesting with new agents and answering questions as a “rover” in the Training Facility
  • Define and feedback/recap user problems while providing a detailed solution to resolve each issue
  • Keep current with development of new system features
Education Education
Bachelor’s Degree
Bachelor’s Degree
Michigan State University
Bachelor’s Degree
Skills Skills
  • Excellent oral and written communication skills
  • Ability to conduct research
  • Strong customer service focus
  • Negotiation skills
  • Analytical skills
  • Call resolution and de-escalation skills
  • Bilingualism (asset)
  • Effective organizational skills
  • Time Management
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15 Agent Support resume templates

1

Agent Support Specialist Resume Examples & Samples

  • Build Humana’s brand image with employers, members, brokers, consultants by providing effective and efficient service
  • Comprehensive knowledge of customer service standards
  • Ability to work with Microsoft Office Products
  • Ability to multitask in a busy call center environment
  • Ability to maintain a high level of emotional intelligence
  • Capacity to be punctual and reliable in role
2

Service Operations Agent Support Specialist Resume Examples & Samples

  • Ability to work any shift between 8am and 9pm (evening shift being 12pm to 9pm) and Saturdays during busy season. Flexibility is necessary and required
  • Proficiency with technology
  • Must have an excellent attendance record
  • Experience with Microsoft Office products (including Microsoft Access), CI, CCP2
  • Familiarity with Medicare and Individual Major Medical products
3

Agent Support Analyst Resume Examples & Samples

  • Responsible for providing 1st tier technical support for software on Field Agent's Desktops and/or laptops over the phone or through email with external field agents
  • Escalates issues as needed
  • Responsible for researching problems, isolating issues and resolving concerns in a timely manner
  • Works with third party software developers to solve conflicts that require escalation
  • Responsible for testing illustration software on different operating systems while following test matrixes
  • May also provide input to testing scenarios
  • Responsible for use of Agent Support Database to record and document problems and resolutions for future reference. Tracks and provides information necessary to assist the ASC and the ITS dept in day to day operations
  • Responsible for supporting over 20 different master software versions via electronic distribution as requested
  • Responsible for supporting multiple company external facing websites
  • Communicate necessary information to ASC and management for support and review
4

Telesales Support Desk Agent Resume Examples & Samples

  • Provides order-processing logistics support and data entry support
  • Serves as subject matter expert in billing system and work order entry at the regional level
  • Audits, corrects and tracks work order errors
  • Assists with reviewing and testing new software and new versions of software used by sales agents
  • Assists with creation of job aids for sales agents
  • Assists sales reps through email, instant messaging, and telephone
  • Tracks and maintains reports as assigned
  • Communicates with customers professionally to resolve escalated issues including corporate level escalations involving multiple departments
  • Communicates professionally with senior regional management
  • Directs sales agents in proper procedures
  • Develops customer solutions and proactively generates options to resolve issues
  • Cooperates with co-workers
  • Works as a member of a team
  • Accepts change in productive manner
  • Responds politely to customers and co-workers
  • Two years of related experience; or equivalent combination of education and experience required
  • Associates degree a plus
5

Agent Support Analyst Resume Examples & Samples

  • Under direct supervision, provides website and system support to remote agents
  • Responsible for trouble shooting, diagnosing and resolving technical computer questions and problems via phone
  • Assists with software testing and packaging
  • Typically able to solve less complex problems immediately
  • Responsible for testing illustration software on different operating systems while following test matrixes. May also provide input to testing scenarios
  • Responsible for use of Agent Support Database to record and document problems and resolutions for future reference
  • Tracks and provides information necessary to assist the ASC and the ITS dept in day to day operations
  • Certification from accredited help desk program
  • 0-2 years experience in IT desktop and or help desk support
  • Passed LOMA 280 and 290 or have equivalent insurance background
  • Demonstratable oral and written communication skills. Excellent problem solving skills
  • Technical computer skills
  • Customer service skills to deal with all levels of AEGON employees and agents
6

Agent Support Specialist Resume Examples & Samples

  • Ability to multi-task between multiple computer systems and dual monitors
  • Ability to work any shift between 8am and 9pm, and Saturdays during busy season
  • Experience with Microsoft Access, CI, and/or CCP2
  • Familiarity with Medicare and Individual Major Medical products
7

Ah-phone & Chat Agent Dealer Support Resume Examples & Samples

  • Ability to work between the hours of 7 AM – Midnight, Monday through Sunday
  • 2 years experience in a Customer Service role
  • Ability to work successfully in a call center environment (sitting, talking with dealer agents in a repetitive, regimented environment for an 8 hour shift)
  • Exceptional written communication skills
  • Demonstrate strong conversational skills
  • Ability to work independently yet is a team player
8

Mobile Support Tier Agent Resume Examples & Samples

  • Answer Support Center Phones & provide superior support
  • Keep and maintain detailed and accurate call records
  • Research Technical issues utilizing the tools provided
  • Work with other T2 Support to resolve high level technical issues
  • Complete open ended calls & provide mgmt. follow-up when required
  • Complete all assigned projects in an accurate and timely manner
  • 1-3 years of experience in customer service experience or applicable work experience
  • Basic knowledge of multiple hardware platforms (CE, PC, Tablet, Slate)
  • Basic knowledge of multiple software platforms (Windows, Apple iOS, Android)
  • Type 40 WPM + 10 Key
  • Functional knowledge of MS Office applications (Excel, Word, PowerPoint, Access, Outlook)
  • Ability to multitask and balance multiple priorities (Good time management skills)
  • Great attitude and customer service approach
  • Great Phone Etiquette
  • Excellent troubleshooting and analysis skills with attention to details
  • Communication Skills (Ability to adjust on the fly – Diffuse or Excite)
9

Agent Technical Support Internship Resume Examples & Samples

  • The Help Desk intern this area will be working with field agents who call into the company with technical computer and company issued application questions
  • Work to diagnose and troubleshoot the problems with a resulting resolution. In addition, will work with internal development staff to escalate technical issues when necessary
  • Opportunity to learn technical PC information, problem solving, company issued applications, and call center operations
  • The internship offers work on one or more real life project(s) along with the opportunity to interact with the leadership in the organization. The selected individuals will have frequent opportunities to interact with leaders in various business units, project team members, and leadership
  • Selected individual(s) will be introduced to support methodology for various third party and in-house developed applications. Responsibilities of the selected interns may include technical support of these applications, testing, and documentation
  • To qualify for internship, applicants must be currently enrolled full-time at a college or university pursuing a specific degree program. Internships are not available for students who have completed their college education or who will graduate prior to the conclusion of the internship
  • This individual should be comfortable working in a technical environment, be organized and detail oriented, and have the ability to work both independently and as a team member
  • Knowledge of the Microsoft Office suite of products is necessary for this position
  • Strong written & verbal communications communication skills
  • Detailed-oriented
  • Reliable, dependable
  • Enable the development of professional connections and networking
  • Create opportunities to learn about the Company mission and core values which are foundational to our organizational culture
  • Provide support to their respective work area
  • Complete a variety of tasks and projects designed to increase understanding of a specific profession, occupation, or body of knowledge
  • Attend Intern Programs and participate in Build Your Network Programs
10

Agent, Support Desk Resume Examples & Samples

  • Assist Customer Service Representatives with escalated situations, exception approvals, and any additional assistance that our agents require
  • Assist China agents via IM, Tier 2 and “Supervisor” contacts, following department expectations
  • Assist agents with customer inquiries by use of phone. Contact Division Representatives will call an internal extension to speak with a Support Desk Agent
  • Provide support to Contact Division Representatives in regards to Customer Service policies and procedures
  • Negotiate with customers and make decisions for exceptions to Customer Service policies and procedures, including the areas of returns, claims and price-matching
  • Handle escalated issues and contact reasons that are typically high in handle time duration and sensitive in nature
  • Provide follow-up information, via email, to customers regarding the status of CS or VF Helpdesk cases
  • Assist internal and external departments with various customer-related tasks, as requested by management
  • Provide Coaching moments during calls in the event you see an area of opportunity for our Customer Service Representatives
11

Agent Support Specialist Resume Examples & Samples

  • Field inbound auto and home insurance calls from agents related to billing inquires, policy questions and overall customer service
  • Within established time frame, provide phone requested quotes to customers/agents for changes to existing lines or products
  • Upgrade coverage and sell new coverage/products to existing customers as appropriate
  • Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents
  • Accountable to build/maintain effective relationships with customers/agents
  • May provide agency and internal support on information input processes
  • Basic math and analytical skills
  • Prior insurance experience
  • *16-18 weeks of paid training required with no time off***
12

Standard Support Success Agent Resume Examples & Samples

  • Assist with general best practices, including: email performance indicators, optimizing program results
  • Identify situations where professional services may be warranted
  • Track and maintain all client communications and case documentation in Salesforce.com
13

Customer Support Center Agent Resume Examples & Samples

  • Ability to work a flexible shift between the hours of 7am and 7pm Central Time
  • Proficient use of computers, including Microsoft programs (Word and Excel)
  • Ability to type at least 35 words per minute with a low error rate
  • Ability to talk to customers/consumers while typing, up to 8 hours per day, at a desk, following a set team schedule
  • Ability to Multi-task in a fast paced environment
  • Strong communications skills (written/verbal)
  • Interpersonal skills that fit a team and individual environment
14

Support Center Agent Resume Examples & Samples

  • Experience with general PC hardware and/or networking
  • Ability to type at 40 wpm or better
  • Ability to grasp data entry in multiple software environments
  • Ability to work independently or within a team environment
  • High school graduate or equivalent education
  • Requires attention to detail
  • Requires proficiency operating windows-based computer programs
  • Must be available to work over nights and weekends
  • Must be willing to work a flexible shift
  • Six to 24 months related experience and/or training
  • Or equivalent combination of education and experience
15

Agent Customer Support Resume Examples & Samples

  • Graduated or student of Business Administration, Accounting,Computer Science or related area
  • Speed, accuracy and analytical skills are critical requirements for this position
  • Fluent in Spanish/English, B2minimum
  • Detail oriented, multi-tasking and able to handle pressure with a positive attitude
  • Excellent customer service, people and communication skills
  • Able to work independently and unsupervised
  • Proactive, self-motivated and a team player
  • MS Access, SQL server and database administration knowledge and experience
  • Third language
16

Agent, Agency Monitoring Support Resume Examples & Samples

  • Perform Quality Monitoring on patrol agencies to ensure quality service levels are met
  • Act as liaison for questions in regard to the agencies
  • Maintain and manage keybox responsibilities
  • Appeal/dispute false alarm fines from various agencies on behalf of the customer within the time allowed as per bylaw
  • Validate agency invoices and make any necessary adjustments
  • Work with analysts from various agencies on dispute decisions as required
  • Analyze claims/disputes, communicate results with the customer and provide appropriate recommendations
  • Correct errors in customer files or specification sheets while conducting the various types of research
  • Manage agencies by indexing, coding and updating information about their rates
  • Maintain and update ADT Canada agency information
  • Obtain and study regulations of various municipalities with regard to having a security system (permits, false alarm penalties) and process municipal permit where applicable
  • Provide from existing approved documentation customer supporting documents related to any bylaw modification
  • Perform quality control on all analyzed files, notify and recommend measures to reduce false alarms and realize incident reduction opportunities
  • Provide support for regional Authorized Agent’s concerning monitoring service inquiries
  • Consolidate and validate invoices from outsourced monitoring companies
  • Carry out all other tasks inherent to the job and/or requested by the immediate supervisor
  • Knowledge of Monitoring Station procedures
  • 1 year Experience in a monitoring station, 1 year of experience in Customer service or other equivalent experience
  • Knowledge of police department procedures and contestation methods (different police departments) is an asset
  • Bilingualism (asset)
  • Call resolution and de-escalation skills
  • Ability to conduct research
  • Effective organizational skills
17

Agent Support Specialist Resume Examples & Samples

  • Multi-tasking skills (i.e. typing while on the phone with an agent)
  • Fluent typing skills a must
  • Ability to stay on task in a busy call center environment
  • Must maintain a high level of emotional intelligence at all times
  • Associates or Bachelor’s Degree
  • Previous call center experience
18

Inbound Agent Support Represenative Resume Examples & Samples

  • Counsel customers/agents on underwriting eligibility and policy coverage and/or options
  • Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products
  • Review phone requested cancellations and reinstatements and make appropriate decisions to resolve
  • Resolve customer service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries
  • Handle special projects/other related assignments as delegated by Team Manager
  • Customer service experience (face to face or phone)
19

Manager Agent Channel Support Resume Examples & Samples

  • Direct daily work flow to ensure that all production and quality goals are met. Provide daily supervision of the team to ensure that all department and company policies and procedures are followed. Analyze the appropriate resources needed, develop action plans, and implement actions to complete and respond to contracting, licensing, and appointing agents and agencies
  • Hire, train, coach,motivate, and counsel full time and contingent team including administrating disciplinary action when necessary. Evaluate and review employee performance to ensure all team members meet or exceed expectations
  • Provide proactive client support through management of the on-boarding process (examples:processing contracts, licenses, state appointments, and background checks).Lead meetings with various internal and external partners covering topics such as open issues and on-going training of the SilverScript Agent Portal. Identify areas in need of improvement and recommend solutions
  • Provide recommendations on process improvements. Create, review, modify, and oversee training of Channel Marketing Policies & Procedures documents, work instructions and job aids. Collaborate with colleagues across the enterprise to optimize productivity and efficiencies
  • Research,resolve, and report Channel Marketing (agent-related) issues, complaints, and problems by working with colleagues and clients as appropriate. Handle escalations from the Producer Sales Resource email account, agent portal mail room, and Producer Support telephone line
  • Develop, collect,analyze, and report on operations information in support of process, system,and policy redesign, as well as ad hoc projects
  • Manage vendor relationships, prepare invoices for payment, and maintain forecasts and reconciliations associated with agent/agency-related costs (background checks, state appointments, license validations, certification training, etc.)
  • Provide written or verbal assistance to agent channel partners regarding status of or information contained in contracts and credentials, as well as explanation of federal, state, and company policies
20

Student Tech Support Tier-senior Assist Agent Resume Examples & Samples

  • Staff the Sr. Assist Line to handle call escalations and resolve Tier 3 technical support issues
  • Handle Student Tech Support calls, emails, voicemails, and WebMails
  • Provide training support by nesting with new agents and answering questions as a “rover”
  • Act as a subject matter expert and peer mentor for the team as appropriate
  • Provide technical updates for team in huddles and team meetings
  • Serve as “in charge” when the Team Lead is not available
  • Provide agent coaching and mentoring assistance and support
  • Monitor adherence to published schedule and interface with WFA for deviations
  • Assist with recruiting, interviewing, training, and coaching of new agents
  • Assist with trouble ticket reviews and follow-up
  • Work closely with Quality, Training, and Productivity managers and staff to ensure all KPIs are met
  • Provide support services to update training manuals and programs and the knowledge base
  • Research content and curriculum with a view to providing support
  • Maintain our online knowledge base tool and Message Boards
  • Handle Feedbacks from our customers, internal and external
  • Troubleshoot and resolve software, hardware, printer, and dial-up/DSL/cable modem/network issues
21

Method Agent, Support & Special Projects Resume Examples & Samples

  • Develop assembly and manufacturing strategies for aircraft components
  • Develop necessary tools orders to manufacture or assemble aircraft components by taking into account established geometric tolerancing
  • You have a college or university diploma in Mechanical, Avionics, Electrical, Industrial, Electromechanics Engineering, Aerospace Manufacturing or in a relevant area
  • You are an excellent team player, are perseverant and have a good judgement
22

NCG Agent Operations Support Dubai HUB Resume Examples & Samples

  • Ensure timely communication within the network
  • Coordinate inbound and outbound activities with DNATA and CAL
  • Ensure all processes are followed within the agreed guidelines
  • Follow all GSOP guidelines and make sure we are complaint at all times
  • Excellent verbal communication skills and interpersonal style
  • Knowledge of the network
  • Ability to work on different shifts including night shifts
  • Ability to work in an unsupervised work environment and produce the desired results
  • Ability to work with multi-cultural team
23

Service Operations Agent Support Specialist Resume Examples & Samples

  • Previous or current Agent Support experience
  • For current Humana Associates ONLY - No absences since May 11, 2017
  • Multi-tasking skills (i.e. typing while on the phone with an agent)
  • Fluent typing skills a must
  • Ability to stay on task in a busy call center environment
  • Must maintain a high level of emotional intelligence at all times
  • Capacity to be punctual and reliable in role
24

Student Technical Support Blended Agent Resume Examples & Samples

  • Troubleshoot and resolve software, hardware, printer, and dial-up/DSL/cable-modem/network issues by actively listening to the caller and asking appropriate questions to build a solution
  • Troubleshoot LMS (online school) issues (Internet/application issues)
  • Log all calls in call tracking system, creating detailed, accurate entries
  • Escalate calls when necessary according to guidelines
  • Remote in to callers’ computers when necessary using the appropriate student tech support processes
  • Define and feedback/recap user problems while providing a detailed solution to resolve each issue
  • Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
  • Respond to voicemails and WebMails, follow up with responses to message board posts, and create trouble tickets as necessary
  • Maintain a current level of understanding of the details of home networking, high-speed Internet, dial-up and application functionality
  • Act as liaison for web-based application problems between users and developers
  • Assist in the collection of data for identifying user requirements that may result in future system development or training
  • Keep current with development of new system features
  • Work with manager to implement products and processes to increase Student Tech Support team efficiencies and quality
  • Perform other duties as assigned, including manual labor, such as staging materials, packing, inventory, and delivery
  • Handle inbound calls professionally, accurately, consistently, and efficiently
  • Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll
  • Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor
  • Provide administrative support for the “end of year” school returns process
  • Perform triage on inbound calls to the main number and transfer to the appropriate staff
  • Respond to inbound emails, voicemails, and WebMails
  • Place outbound calls on demand for marketing, enrollment, and other departments as appropriate
  • Provide training support by nesting with new agents and answering questions as a “rover” in the Training Facility