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Become A Support Agent

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Working As A Support Agent

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,720

    Average Salary

What Does A Support Agent Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Support Agent

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Support Agent jobs

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Support Agent Career Paths

Support Agent
Office Manager Operations Manager General Manager
Account Manager
5 Yearsyrs
Help Desk Analyst Systems Analyst Office Manager
Administrative Manager
6 Yearsyrs
Account Manager Driver Call Center Representative
Call Center Manager
6 Yearsyrs
Technician Support Tier Information Systems Technician Account Manager
Client Services Manager
7 Yearsyrs
Customer Care Representative Customer Account Representative
Customer Account Manager
5 Yearsyrs
Information Systems Technician Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Technician Service Advisor Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Support Specialist Program Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Support Supervisor Warehouse Manager Inside Sales Engineer
Lead Generator
5 Yearsyrs
Systems Administrator Operations Manager Account Executive
Office Manager
5 Yearsyrs
Technical Support Specialist Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Account Manager Sales Consultant Senior Sales Representative
Senior Representative
5 Yearsyrs
Support Specialist Service Coordinator Service Supervisor
Service Lead
5 Yearsyrs
Office Manager Account Manager Operations Manager
Site Manager
7 Yearsyrs
Technician Support Tier Technical Support Specialist Support Supervisor
Support Manager
6 Yearsyrs
Systems Administrator Infrastructure Analyst Technical Support Specialist
Support Supervisor
5 Yearsyrs
Information Systems Technician Specialist Operation Supervisor
Team Manager
5 Yearsyrs
Help Desk Analyst Field Technician Crew Leader
Warehouse Manager
5 Yearsyrs
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Average Length of Employment
Support Specialist 2.3 years
Front Line Agent 2.3 years
Agent 2.1 years
Support Agent 2.0 years
Customer Agent 2.0 years
Geek Squad Agent 2.0 years
Support 2.0 years
Support Associate 2.0 years
Service Agent 2.0 years
Career Agent 1.9 years
Home Agent 1.7 years
Transfer Agent 1.7 years
Help Desk Agent 1.5 years
Contact Agent 1.4 years
Consultation Agent 1.4 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Employers Before
Cashier 8.4%
Internship 5.1%
Server 3.0%
Manager 2.8%
Agent 2.6%
Supervisor 2.5%
Top Employers After
Agent 5.4%
Supervisor 3.9%
Specialist 3.2%
Manager 2.9%
Cashier 2.9%
Technician 2.8%

Support Agent Demographics

Gender

Female

51.6%

Male

47.0%

Unknown

1.4%
Ethnicity

White

79.4%

Hispanic or Latino

12.1%

Asian

6.3%

Unknown

1.6%

Black or African American

0.6%
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Languages Spoken

Spanish

53.4%

French

10.7%

Arabic

5.8%

Portuguese

4.9%

German

4.9%

Korean

2.9%

Mandarin

1.9%

Japanese

1.9%

Russian

1.9%

Italian

1.9%

Irish

1.0%

Hindi

1.0%

Akan

1.0%

Greek

1.0%

Bengali

1.0%

Tagalog

1.0%

Hmong

1.0%

Polish

1.0%

Chinese

1.0%

Thai

1.0%
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Support Agent Education

Schools

University of Phoenix

25.4%

Utah Valley University

6.7%

Liberty University

6.7%

Kaplan University

5.7%

Ashford University

4.8%

American InterContinental University

4.3%

Strayer University

4.3%

Boise State University

3.8%

Colorado Technical University

3.8%

University of Texas at Dallas

3.3%

College of the Canyons

3.3%

University of Central Florida

3.3%

Capella University

3.3%

Greenville Technical College

3.3%

Grand Canyon University

3.3%

Brigham Young University

2.9%

East Carolina University

2.9%

Ohio State University

2.9%

Salt Lake Community College

2.9%

University of Utah

2.9%
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Majors

Business

25.7%

Computer Science

7.8%

Information Technology

7.4%

Psychology

7.1%

Criminal Justice

5.8%

Accounting

5.6%

Computer Information Systems

4.2%

Communication

4.0%

Health Care Administration

3.6%

Computer Networking

3.4%

General Studies

2.9%

Electrical Engineering

2.9%

Nursing

2.8%

Political Science

2.8%

Medical Assisting Services

2.7%

Management

2.5%

Sociology

2.4%

English

2.2%

Marketing

2.1%

Social Work

2.0%
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Degrees

Bachelors

38.0%

Other

29.9%

Associate

16.0%

Masters

8.8%

Certificate

4.3%

Diploma

1.8%

License

0.6%

Doctorate

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Support Agent

CustomerServiceProductInformationTechnicalSupportEmailChildSupportCasesHardwareIssuesPhoneCallsTroubleShootingInternetConnectivityInboundCallsWindowsXPRemoteDesktopDataEntryCustomerSatisfactionSetupTechnicalIssuesAbsentParentsCustomerSupportChildSupportOrdersCustomerIssues

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Top Support Agent Skills

  1. Customer Service
  2. Product Information
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Assist consumer with all regular Customer Service responsibilities when the demand is high.
  • Maintained extensive customer contact; fielded initial calls, provided product information.
  • Provided exceptional technical support for a catalog of cellular and data enabled devices.
  • Communicated effectively via email and phone with regional managers for further advising on project instructions.
  • Attended hearings and depositions, met with judges and magistrates, and counseled clients on child support cases.

Top Support Agent Employers

Support Agent Videos

S*** Support Agents Say - HD 1080p

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A Day in the Life: Call Center Agent

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