Account support representative job description
Updated March 14, 2024
10 min read
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Example account support representative requirements on a job description
Account support representative requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in account support representative job postings.
Sample account support representative requirements
- Bachelor's degree in accounting or related field.
- Knowledge of accounting principles.
- Experience in customer service and account management.
- Proficiency in MS Office Suite.
- Data entry skills.
Sample required account support representative soft skills
- Excellent communication skills.
- Strong organizational abilities.
- Ability to prioritize tasks.
- Strong problem-solving skills.
- Attention to detail.
Account support representative job description example 1
Comcast account support representative job description
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router and security delivered over BCI and/or MetroE. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works with moderate
supervision/guidance.
Is accountable for individual results and impact on team.
Job Description
Core Responsibilities
Subject matter expert in an area such as Wi-Fi, Router, Voice etc.Proficient in supporting all Managed Services offerings seeking minimal assistance troubleshooting issues.Has acquired sufficient specialized knowledge to support high profile customers.Capable of demonstrating processes and procedures to newly hired Techs 1 and 2 during shadowing.Able to make presentations in area of subject matter expertise to individuals or small groups.Ability to provide intermediate backup for installation team.Handle inbound customer repair request via phone, portal, email and network monitoring tools.Manage ticket queues.Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls.Properly document all interactions within ticketing systems.Utilize tools and resources to troubleshoot and repair managed services customer problems.Assist with identification of chronic customer access issues.Achieve standards for consistent performance (scorecards).Identify and report deficiencies and best practices to management.Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.Other duties and responsibilities as assigned.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.Win as a team - make big things happen by working together and being open to new ideas.Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.Drive results and growth.Respect and promote inclusion & diversity.Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Compensation
Pay Range: $25.43-38
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Associate's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relative Work Experience
5-7 Years
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router and security delivered over BCI and/or MetroE. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works with moderate
supervision/guidance.
Is accountable for individual results and impact on team.
Job Description
Core Responsibilities
Subject matter expert in an area such as Wi-Fi, Router, Voice etc.Proficient in supporting all Managed Services offerings seeking minimal assistance troubleshooting issues.Has acquired sufficient specialized knowledge to support high profile customers.Capable of demonstrating processes and procedures to newly hired Techs 1 and 2 during shadowing.Able to make presentations in area of subject matter expertise to individuals or small groups.Ability to provide intermediate backup for installation team.Handle inbound customer repair request via phone, portal, email and network monitoring tools.Manage ticket queues.Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls.Properly document all interactions within ticketing systems.Utilize tools and resources to troubleshoot and repair managed services customer problems.Assist with identification of chronic customer access issues.Achieve standards for consistent performance (scorecards).Identify and report deficiencies and best practices to management.Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.Other duties and responsibilities as assigned.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.Win as a team - make big things happen by working together and being open to new ideas.Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.Drive results and growth.Respect and promote inclusion & diversity.Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Compensation
Pay Range: $25.43-38
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Associate's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relative Work Experience
5-7 Years
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
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Account support representative job description example 2
Ace Hardware account support representative job description
**Compensation Details:**
$21.01 - $25.24 per hour
**Why should you join our team?**
We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, to Ace retailers and to the Ace brand.
In addition to providing our employees a great culture, Ace / Emery Jensen Distribution also offers competitive benefits* that address life's necessities and perks, many of which expand and improve year after year, including:
+ Weekly Pay
+ Incentive opportunities, based on role/grade level (rapid company growth over the past 2 years resulted in incentives being paid out above 125% of your target opportunity!)
+ Generous 401(k) retirement savings plan with company match at 4% of eligible earnings (from day 1 of your first contribution)
+ Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents
+ Paid Time Off Programs (incl. vacation, paid sick time, holiday pay)
+ Flexible working arrangements (Non-Field positions can work from home up to 2 days per week)
+ Your career at Ace is more than just a job. It's a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities - and we support our employees in doing the same by offering an annual Ace Cares Week, 20 hours off work per year to volunteer at an organization of your choice, opportunities to help Children's Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
+ Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical yearly review
+ Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and more
+ Adoption cost reimbursement
+ Employee Assistance Program (EAP) - access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events
_* Benefits are provided in compliance with applicable policies._
**Job Description:**
Emery Jensen Distribution is a division of Ace Hardware Corporation that distributes hardline products to the independent Pro Lumber, Paint, Hardware, Grocery, and E-retailer customer segments. Our team is currently looking for a Key Account Support Representative to provide critical customer-facing and back office support to our largest Emery Jensen accounts. This position exists to enable Emery Jensen to deliver on its commitment to be a company that is easy to do business with.
This position is located in our Oak Brook, IL corporate offices.
**What you'll do:**
+ Provide support for Key Account Managers and Customers
+ Respond promptly and resolve all issues with assigned accounts relating to supply chain problems, ordering issues, pricing, website access, events, etc.
+ Provide ad hoc reporting as required by assigned customers and Key Account or Territory Managers
+ Proactively identify and drive service level and revenue-generating improvements for assigned customers
+ Procure documents, complete forms and assist in the creation of materials required to participate in Emery Jensen shows as well as shows hosted by national accounts
**What you'll need to succeed:**
+ Bachelor's Degree in Business or related field (commensurate experience considered) and / or 2-3 years of account management support
+ High-end/high-touch retail or face-to-face customer experience is a plus
+ Excellent interpersonal and written/verbal communications skills with customers and colleagues
+ Responsiveness and follow through to support internal and external stakeholders
+ Customer-centric attitude
+ Detail-oriented and extremely organized self-starter able to thrive is a fast-paced entrepreneurial environment
+ Proven ability to manage multiple tasks, solve problems and meet deadlines
+ Expert user of Excel, Access and Power Point; Proficient with Word, Outlook and Live Meeting; Working knowledge of SAP experience is highly desirable
**Why should you join our team?**
+ We live out our values- W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork).
+ Rapid Company Growth! This led to paying out our 2020 & 2021 incentive above 125%.
+ Collaborative and inclusive working environment with Ace Hardware
+ Tuition Reimbursement program
+ Flexible working arrangements (Non-Field positions can work from home up to 2 days per week)
+ Competitive 401k program
+ Generous vacation days (prorated based on when you start)- In January, you will receive 21 days for the first 5 years of your employment.
**We want to hear from you!**
Emery Jensen Distribution delivers wholesale products and best-in-class service to independent retailers in the Pro Lumber Yards, Home Centers, Paint, Hardware Stores, Decorating Stores, and E-retailer space. Our goal is to support sustainable and profitable growth for our customers by offering the broadest assortments, best pricing, and most knowledgeable team. We have national scale, a regional focus and the commitment to serve our customers and support each other. Come find out why a career with Emery Jensen Distribution is right for you.
**Equal Opportunity Employer**
Emery Jensen Distribution, a subsidiary of Ace Hardware, is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.
**Disclaimer**
_The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires._
_Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview._
_This written "Position Description" is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Corporation reserves the right to change job duties, including essential job functions, according to business necessity._
$21.01 - $25.24 per hour
**Why should you join our team?**
We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, to Ace retailers and to the Ace brand.
In addition to providing our employees a great culture, Ace / Emery Jensen Distribution also offers competitive benefits* that address life's necessities and perks, many of which expand and improve year after year, including:
+ Weekly Pay
+ Incentive opportunities, based on role/grade level (rapid company growth over the past 2 years resulted in incentives being paid out above 125% of your target opportunity!)
+ Generous 401(k) retirement savings plan with company match at 4% of eligible earnings (from day 1 of your first contribution)
+ Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents
+ Paid Time Off Programs (incl. vacation, paid sick time, holiday pay)
+ Flexible working arrangements (Non-Field positions can work from home up to 2 days per week)
+ Your career at Ace is more than just a job. It's a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities - and we support our employees in doing the same by offering an annual Ace Cares Week, 20 hours off work per year to volunteer at an organization of your choice, opportunities to help Children's Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
+ Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical yearly review
+ Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and more
+ Adoption cost reimbursement
+ Employee Assistance Program (EAP) - access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events
_* Benefits are provided in compliance with applicable policies._
**Job Description:**
Emery Jensen Distribution is a division of Ace Hardware Corporation that distributes hardline products to the independent Pro Lumber, Paint, Hardware, Grocery, and E-retailer customer segments. Our team is currently looking for a Key Account Support Representative to provide critical customer-facing and back office support to our largest Emery Jensen accounts. This position exists to enable Emery Jensen to deliver on its commitment to be a company that is easy to do business with.
This position is located in our Oak Brook, IL corporate offices.
**What you'll do:**
+ Provide support for Key Account Managers and Customers
+ Respond promptly and resolve all issues with assigned accounts relating to supply chain problems, ordering issues, pricing, website access, events, etc.
+ Provide ad hoc reporting as required by assigned customers and Key Account or Territory Managers
+ Proactively identify and drive service level and revenue-generating improvements for assigned customers
+ Procure documents, complete forms and assist in the creation of materials required to participate in Emery Jensen shows as well as shows hosted by national accounts
**What you'll need to succeed:**
+ Bachelor's Degree in Business or related field (commensurate experience considered) and / or 2-3 years of account management support
+ High-end/high-touch retail or face-to-face customer experience is a plus
+ Excellent interpersonal and written/verbal communications skills with customers and colleagues
+ Responsiveness and follow through to support internal and external stakeholders
+ Customer-centric attitude
+ Detail-oriented and extremely organized self-starter able to thrive is a fast-paced entrepreneurial environment
+ Proven ability to manage multiple tasks, solve problems and meet deadlines
+ Expert user of Excel, Access and Power Point; Proficient with Word, Outlook and Live Meeting; Working knowledge of SAP experience is highly desirable
**Why should you join our team?**
+ We live out our values- W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork).
+ Rapid Company Growth! This led to paying out our 2020 & 2021 incentive above 125%.
+ Collaborative and inclusive working environment with Ace Hardware
+ Tuition Reimbursement program
+ Flexible working arrangements (Non-Field positions can work from home up to 2 days per week)
+ Competitive 401k program
+ Generous vacation days (prorated based on when you start)- In January, you will receive 21 days for the first 5 years of your employment.
**We want to hear from you!**
Emery Jensen Distribution delivers wholesale products and best-in-class service to independent retailers in the Pro Lumber Yards, Home Centers, Paint, Hardware Stores, Decorating Stores, and E-retailer space. Our goal is to support sustainable and profitable growth for our customers by offering the broadest assortments, best pricing, and most knowledgeable team. We have national scale, a regional focus and the commitment to serve our customers and support each other. Come find out why a career with Emery Jensen Distribution is right for you.
**Equal Opportunity Employer**
Emery Jensen Distribution, a subsidiary of Ace Hardware, is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.
**Disclaimer**
_The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires._
_Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview._
_This written "Position Description" is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Corporation reserves the right to change job duties, including essential job functions, according to business necessity._
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Updated March 14, 2024
Updated March 14, 2024