Customer Support Agent Job Description

Customer Support Agent Job Description Template

Our company is looking for a Customer Support Agent to join our team.

Responsibilities:

  • Participate in the completion of production goals and special projects;
  • Build rapport and elicit problem details from help desk customers;
  • Maintaining a cooperative and constructive attitude and spirit, especially during hard days and conversations;
  • Access internal knowledge bases and frequently asked question (FAQ) resources to aid in problem resolution;
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriate internal contact;
  • Performs other related duties as assigned;
  • Provides feedback to Operations team to ensure all internal/external customers have accurate and timely information on status and/or changes;
  • Provide outstanding customer service;
  • Manage customer communications ensuring they are up to date and reflective of any changes to products or for any important seasonal events;
  • Risk assessment, including reviewing, approving and/or denying orders;
  • Working closely with external clients to perform advanced (Tier 3) troubleshooting via email and phone;
  • Conferring with customers via chat and some phone & email;
  • Assist in conflict resolution for customers;
  • Maintain customer contact details and billing information in the company database;
  • Review campaign performance and report on feedback and results to management.

Requirements:

  • Bachelor’s degree or equivalent experience;
  • Outstanding customer service skills;
  • Knowledge of product lines, pricing, delivery times and methods;
  • Excellent organisation and interpersonal skills;
  • Software/help desk/customer support experience;
  • Has a “let’s do this NOW” attitude and is not afraid to step up and handle the tough stuff;
  • IT experience is a plus;
  • One to three years of customer service experience;
  • Exceptional oral and written communication skills;
  • Demonstrated ability to prioritize and manage multiple tasks;
  • Strong work ethic and passion for excellence;
  • Good understanding of the organization’s goals and objectives;
  • Strong documentation skills;
  • Working understanding of Knowledge Centered Support;
  • Ability to work constructively in a fast-paced, collaborative, matrixed team environment.