Agent Support Job Description
Agent Support Duties & Responsibilities
To write an effective agent support job description, begin by listing detailed duties, responsibilities and expectations. We have included agent support job description templates that you can modify and use.
Sample responsibilities for this position include:
Agent Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Agent Support
List any licenses or certifications required by the position: COBRA, FPC, TIA, HDA, CSS, MCSE, CCNA, OS, ACS, HDI
Education for Agent Support
Typically a job would require a certain level of education.
Employers hiring for the agent support 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 Agent Support
Desired skills for agent support include:
Desired experience for agent support includes:
Agent Support Examples
Agent Support Job Description
- Assembles kits required for aircraft checks
- Performs monthly shelf life checks and physical inventory counts
- Must meet qualifications as required in lower level classifications
- Provides application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of SAP package in accordance with contractual terms and conditions and established technical standards
- Position will interact with every department in the company, with senior management
- Review all inventory as each unit gets to a local facility to ensure each unit is represented in the best way possible cross check to make sure information is correct
- Maintain ongoing tracking of work using approved productivity tools to ensure customer issues are properly tracked and are continuing to move toward satisfactory resolution within prescribed service level timelines
- Be available to take action on work as assigned
- Maintain operational documentation and participate in process improvement initiatives
- Any other ad hoc duties as required or requested by support management
- Hardworking, attentive to details, customer-oriented
- Willing to work on 24-hour shift duties
- Familiarity with operating systems including Windows OS versions, Mac OS versions, Linux
- Ability to type using proper grammar at a rate of at least 25 words per minute
- Experience with desktop and/or online software and/or software troubleshooting
- Experience working with Internal and client Ticketing Systems for Incident and Problem Tracking
Agent Support Job Description
- May provide support for MADO transactions (data validation, data entry)
- To undertake other duties as requested by Managers in order to develop your skills
- Complete accurate manual entry of data, from multiple sources, as required by the implementation process
- Analyze reports produced through the implementation process to identify and make corrections as necessary
- Document issues encountered through the implementation process using account management tools, such as Salesforce
- Review complex orders and Statements of Work to confirm that all services being provided have been properly requested
- Perform peer review of the work produced by teammates to ensure it meets department quality standards
- Communicate with clients to resolve complex issues with their submitted conversion materials, as required
- Meet strict deadlines and manage multiple projects within a short time frame
- Communicate with management regarding the status of assignments and any obstacles encountered that may hinder the achievement of designated goals
- Professional attitude and meticulousness
- Autonomous and resourcefulness
- Windows and Apple)
- Previous experience with imaging / configuring PC’s
- A good understanding of computing Operating Systems such as Apple MacOS, Windows 7, 8 and 10, networking, peripheral devices such as printers, MP3, routers
- College or certificate diploma in administrative support or technical diploma with relevant experience
Agent Support Job Description
- Explaining processes and products
- Effective communication both spoken and written
- Attention to detail ensuring high levels of accuracy
- Treating customers with respect and dignity
- Assessing their individual circumstances and providing the best advice
- Ensuring we address all point to avoid duplicate contacts
- Serving as first point of contact to handle and resolve our most important player inquiries via email
- Achieving customer satisfaction, quality, and productivity metrics
- Utilizing CRM tools to investigate and respond to player inquiries
- Identifying and escalating in-game issues for research, while being a strong player advocate
- Must be certified to operate a forklift or obtain certification within 30 days of hire
- Must be able to demonstrate ability to type 35 wpm
- Must be able to learn and demonstrate ability using the Maintenance Inventory
- Management system (TRAX), and other computer systems as necessary
- Previous experience with TRAX
- Current forklift certification or ability to obtain certification within 30 days of hire
Agent Support Job Description
- Perform light data analysis using database tools
- Perform basic product administration as requested by customers
- Contribute product knowledgebase articles for customer portal
- Participate and contribute in support and product development meetings
- Provide proactive property performance reporting to Property Managers as needed
- Create projects, tasks and budgets in Oracle
- Offer support the managers in their daily project follow-up
- Update project budgets
- Understand customer contracts to ensure proper billing
- Prepare and monitor reports for managers according to their needs
- Broadband speeds of 15 MBPs down/1 Mbps up
- You must have a USB headset with a microphone
- Home office setup – at least one external monitor (dual monitors are highly recommended), mouse, and keyboard
- You must have a workspace where you can work, uninterrupted by children, pets, or other environmental factors
- Mobile phone with text messaging capability
- One year of relevant inventory, shipping and receiving experience
Agent Support Job Description
- Provide excellent customer support in every situation
- Communicate clearly in a friendly manner
- Work collaboratively with team members of different departments
- Assess and assure quality of work
- Enjoy and be energized in delighting customers
- Work well within a team and as an individual
- Identify issues and escalate to a point of contact in an organized and timely manner
- Review and triage of inbound tickets
- Configuring and removing users per requests
- Using and contributing to an agent knowledge base of how-to procedures
- Working sales leads of pre-qualified calls or cold calls and securing appointments for our sales consultants
- Learning and understanding the value proposition of FindLaw and effectively communicating this understanding to prospective customers
- Updating prospect information in our CRM systems
- Tracking, qualifying and routing leads sent from all sources including but not limited to special events, trade shows, direct mail campaigns, inbound and outbound calling, email marketing, and company web sites
- 1-2 years in a professional environment, preferably with direct sales or customer service in a call center environment
- Ability to communicate professionally and effectively over the phone