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Top 50 Support Agent Skills

Below we've compiled a list of the most important skills for a Support Agent. We ranked the top skills based on the percentage of Support Agent resumes they appeared on. For example, 19.0% of Support Agent resumes contained Customer Service as a skill. Let's find out what skills a Support Agent actually needs in order to be successful in the workplace.

These are the most important skills for a Support Agent:

1. Customer Service

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high Demand
Here's how Customer Service is used in Support Agent jobs:
  • Demonstrate excellent verbal and written customer service.
  • Answered inbound customer service calls, assisting with locating new hotels in the event of any issues at originating property.
  • Provide order entry, sales, customer service, information and prayer for individual ministry supporters.
  • Increased revenue and provided superior customer service winning various awards for highest percentage increase in revenue.
  • Provided customer service for national retail locations as well as corporate and indirect stores as well.
  • Excelled in customer services satisfaction by providing clear, concise, and quick responses.
  • Provided Customer service for all consumers and Travel Agencies in Domestic and in Canada.
  • Assist consumer with all regular Customer Service responsibilities when the demand is high.
  • Received and respond to pages on demand to fulfill customer service needs.
  • Provide world class customer service and support to Best Buy customers.
  • Selected as team's Customer Service Agent of the Year 2002.
  • Provide Customer Service for website and escalation of problems.
  • Follow up with Customer Service on in force business.
  • Completed inbound customer service calls.
  • Provide exceptional customer service by acknowledging and appropriately greeting every customer in a timely manner.
  • Provided excellent customer service and received numerous perfect 10/10 customer satisfaction surveys.
  • Deliver exceptional customer service to hundred's of clients via phone and email.
  • General Public Customer Service / Help Desk.
  • Ensured customer satisfaction by responding to inquires in a timely manner and coordinated customer service needs with other department as required.
  • Assist customers with TurboTax product support Customer Service Remote Position - Work From Home

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5 Customer Service Jobs

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2. Technical Support

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high Demand
Here's how Technical Support is used in Support Agent jobs:
  • Provided second level technical support to first level technicians as well as escalation management.
  • Provided exceptional technical support for a catalog of cellular and data enabled devices.
  • Provided technical support and marketing assistance for social media advertisers.
  • Provide technical support for customers assigned to remote locations.
  • Provide technical support for client data entry and software navigation
  • Received calls from manufactures, Customer Care, and direct contact customers as the highest level of customer facing technical support.
  • Provide remote (phone and email) technical support and troubleshooting for residential and enterprise customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Managed call flow and responded to escalated technical support needs of customers.
  • Assist Murphy USA employees with their technical support issues on site.
  • Processed an average of 30 inbound and outbound technical support calls.
  • Developed high level of customer service and technical support skills.
  • Provided technical support for weather stations and various weather instruments.
  • Provide quality Technical support for Metro PCS Customers.
  • Provided technical support for AT&T customers.
  • Assisted guests with website navigation and technical support.
  • Inter-faced with Technical Support and Membership Teams.
  • Verified dates, addresses, and parts ordered were accurately logged Reviewed and processed all orders created by technical support representatives.
  • Assisted Small Business owners with day to day financial transactions Technical support on various models of Point of Sale terminals
  • Team Building *Customer Service *Job Description: X1 Technical Support for Comcast

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3 Technical Support Jobs

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3. Phone Calls

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high Demand
Here's how Phone Calls is used in Support Agent jobs:
  • Answered telephone calls and returned calls as professionally needed
  • General administrative tasks such as data entry, answering phone calls, processing faxed and emailed orders.
  • Manage multiple phone calls, transfers, and assist with any pending matter presenting with customers.
  • Assisted Customer Service Representatives with escalated phone calls dealing with issues pertaining to a Client-Assigned Website.
  • Take over phone calls, supervise department when management is out of office and in meetings.
  • Answer phone calls and assist guests concerning their website experience through troubleshooting and procedural means.
  • Make and take phone calls and transferring calls and managing a busy switchboard.
  • Attended various phone calls in call center environment to deliver the customers support.
  • Make follow-up telephone calls to customers to determine their satisfaction and ensure patronage.
  • Responded to telephone calls, email and personnel requests for technical support
  • Answer questions from Agents on the floor during their phone calls.
  • Answered department telephone calls, using correct salutations and phone etiquette.
  • Handled approximately 50 in-bound phone calls on a daily basis.
  • Answered incoming technical phone calls for T-Mobile and Google.
  • Communicate via inbound and outbound telephone calls with customers.
  • Answer phone calls regarding bookings.
  • Call center operation, incoming phone calls from Florida Hospital internal customers in a fast pace environment.
  • Answer customer phone calls * Assist agents in completing sales
  • Answer phone calls inbound / outbound 3.
  • Provide customer service Answer phone calls Create cases for customer with problems

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1 Phone Calls Jobs

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4. Email

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high Demand
Here's how Email is used in Support Agent jobs:
  • Corrected account issues per conversations with developers by phone/email; accordingly escalated necessary issues to appropriate teams.
  • Communicated effectively via email and phone with regional managers for further advising on project instructions.
  • Communicate with clients and other constituents via telephone, email correspondence and direct contact to ensure that support obligations are met.
  • Assist Business Analysts and Division Managers manage overall communication flow, email distribution lists, urgent system issues and change management.
  • Assisted a high volume of customers through troubleshooting steps to resolve issues via phone, chat, and email.
  • Supported situations include, but not limited to: phone, email, remote connection, portal access.
  • Helped maintained and promoted excellent client relations by managing prompt and accurate responses to email and phone communications.
  • Corresponded via email regarding ticket support and selling procedures resulting in the satisfaction of hundreds of sellers.
  • Web-based remote control of end subscriber's PC's for diagnosing and troubleshooting of email issues.
  • Receive calls and emails from end users and create incident tickets, logging all pertinent information.
  • Review, accept and cancel New Business cases via email and phone.
  • Follow up with neighbors using email and phone calls.
  • Contacted lenders via email and phone for missing documents.
  • Worked resolving issues with email routing between servers.
  • Configured email virus and spam filtering.
  • Faxed and email documents to lenders.
  • Managed email and calendar account.
  • Hired within the Company Supervisor role for new employees and agents who are in need of assistance by email.
  • Contacted vendors and reviewers via email or phone daily to ensure timely order completion.
  • Respond to emails regarding payroll and Taxe forms

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1 Email Jobs

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5. Child Support Cases

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high Demand
Here's how Child Support Cases is used in Support Agent jobs:
  • Manage all foster care referrals, provide information and updates to DSS concerning children in custody with child support cases.
  • Investigated child support cases to insure payment was made, organize, analyze, and summarized client case information.
  • Attended hearings and depositions, met with judges and magistrates, and counseled clients on child support cases.
  • Update records and filing system to ensure that accurate data is kept on assigned child support cases.
  • Answered inbound calls addressing client inquires, solving problems and providing service information regarding child support cases.
  • Manage caseload to ensure that child support cases follow the Same Day Service Standard of Operating Procedure.
  • Investigate child support cases and establish an individual s legal obligation to provide child support.
  • Maintained 300 child support cases at all times for location, establishment or enforcement.
  • Processed all incoming and outgoing Interstate Child Support Cases at the local office.
  • Reviewed child support cases to ensure compliance with state and federal laws.
  • Answer inquiries from Custodial and Non-Custodial parents concerning their child support cases.
  • Answer calls regarding child support cases giving status and updates.
  • Monitored and enforced payments of approximately 450 child support cases.
  • Carry caseload of 500+ child support cases.
  • Investigated non-custodial parents in child support cases.
  • Collect and distribute child support cases.
  • Monitor child support cases for delinquencies.

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6. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Support Agent jobs:
  • Experience with troubleshooting external devices in Windows, basic installation and removal of applications in Windows
  • Educated college students and professors on proper product use and provided common troubleshooting techniques
  • Provided queue specified customer support through linear troubleshooting.
  • Provided technical support and guidance to AT&T field technicians diagnosing, troubleshooting, repairing and installing complex television/cable/DSL circuits.
  • Learn new information on a daily basis and kept up-to-date with the most current troubleshooting processes.
  • Possess knowledge of network operating and maintenance concepts and methods to troubleshoot network problems.
  • Acquired the ability to troubleshoot technical problems with products and service lines.
  • Take incoming calls from neighbors to assist in troubleshooting their Ring products.
  • Troubleshooted problems with Services, following guidelines directed by ATT.
  • Assisted customers with troubleshooting DVR's and high definition receivers.
  • Performed troubleshooting on cell phones, computers and networks.
  • Initial troubleshooting for long distance phone line companies.
  • Assist customers with product troubleshooting.
  • Reset passwords and troubleshoot browser issues
  • greet and help customer with their wireless devices, troubleshoot the customers smart phones and help set up new customers accounts.
  • Provided I.T support and troubleshooting computing, networking, hardware/software, desktop, printing/printer and other computer- related technology issues.
  • Aided customers with advanced troubleshooting steps to solve issues related to their device and the cellular network.
  • Assisted clients in troubleshooting and problem solving of pc software and hardware issues.
  • Assist customers with basic troubleshooting issues while trying to book on Expedia.com.
  • Provided customers with product activations and troubleshooting of their Tax software.

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1 Troubleshoot Jobs

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7. Internet

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high Demand
Here's how Internet is used in Support Agent jobs:
  • Provide computer and internet connectivity support over the phone to broadband subscribers
  • Job entailed offering technical support to AT&T business customer who are experiencing trouble with their high-speed DSL internet service.
  • Answered inbound calls at a high volume call center for customers who may be experiencing issues with their internet connectivity.
  • Demonstrated basic knowledge in the field of network transports such as VSAT, DSL and other internet transport technologies.
  • Pitched and sold ATT Cellphones, internet, home phones, etc to customers while following rigorous call flows.
  • Resolved incoming calls pertaining to customer Internet (DSL) services in a call center setting.
  • Utilized Internet Explorer, Outlook, Word, Excel, faxing, phones, computers
  • Follow up from Internet Website to screen prospective students for vocational college admissions.
  • Acted as IT support in order to ensure internet connectivity was successfully restored.
  • Provide technical software, hardware, internet connectivity and network problem solutions.
  • Received calls regarding problems with Video, Internet, and Phone Services.
  • Maintain and process internet orders via two separate e-commerce sites.
  • Use of internet tools for recording information into a database.
  • Assisted Internet Sales Managers, with inbound and outbound calls.
  • Support of Internet Connection for AT&T WorldNet.
  • Worked on Internet Desk fulfilling online booking requests.
  • Help DSL customers with their internet connection issues.
  • Assisted customers with connection to the internet on a computer using AT&T air cards or wireless handsets via tethering.
  • Provided phone technical support for the Verizon fiber optic network: television, phone and internet connectivity
  • Provided real-time support to everyday users of Internet, cable, and Landline services.

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8. Data Entry

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high Demand
Here's how Data Entry is used in Support Agent jobs:
  • Required extensive data entry knowledge and the ability to navigated computer software and applications.
  • Performed constant data entry while communicating with customers.
  • Perform administrative functions and data entry.
  • Job Duties: Handles data entry; such as creating quotes and corresponding documents in order for shipment processing to begin.
  • Administrated to and provided the Data Entry when the financial planner migrated from one brokerage house to another.
  • Process returns and exchanges by doing light data entry and sending out a RMA kit to client.
  • Performed data entry, date management, and data retrieval activities in an accurate and prompt manner.
  • Answer phones, greet customers, status updates, it worth, fix connection problems, data entry
  • Answered inbound calls, dispatched, filing, data entry, typing on AS-400 and troubleshooting
  • Provided process logistics, data entry, auditing, tracking, and error reporting support.
  • Performed data entry on a Mac OS computer in order to log every phone call.
  • Committed data entry in conjunction with customer's product orders and accounts.
  • Prepared and organized documents for proper data entry on agency's system.
  • Complete data entry associated with downloading, including confirmation of test signals.
  • Conduct data entry, modification, and verification in system.
  • Assisted with data entry and contract filing through Microsoft Excel
  • Performed data entry and resolved billing issues for clients.
  • Input data entry of all new DSL orders.
  • Researched and corrected data entry errors.
  • Receive inbound calls Data Entry Provide excellent customer service Process customer orders/returns Identify solutions to complex problems Responsible for educating customers.

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9. Windows XP

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high Demand
Here's how Windows XP is used in Support Agent jobs:
  • Offered support on Windows XP and Windows 2000 platforms as well as IBM mainframes.
  • Provide remote desktop management support for Windows XP and Windows 7 users.
  • Provided Hardware and Software support for Windows XP/ Vista & Windows 7.
  • Support focused mainly on Windows XP and 2000 platforms.
  • Manage remote installs of OS X, Windows XP, Lotus Notes 123, and ACT!
  • Navigated through various systems to assist in accurate troubleshooting techniques in regard to operating systems (Windows XP, 2000 Prof.

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10. Court Hearings

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high Demand
Here's how Court Hearings is used in Support Agent jobs:
  • Attended weekly court hearings and negotiating appropriate dispositions.
  • Attended administrative and Superior court hearings.
  • Referred seriously delinquent cases to an outside contractor for monitoring or routed cases for contempt in court hearings.
  • Prepared and proceeded to court hearings with recommendations for driver's license and occupational license suspensions.
  • Prepared cases for and testified in administrative and court hearings.
  • Generate all files and prepare cases for court hearings.
  • Scheduled cases for court hearings when ready.
  • Prepared cases for court hearings.
  • Served as court liaison by attending court hearings and presenting reports and recommendations.
  • Managed of an assigned caseload Worked to establish paternity and support for clients Prepped cases for court hearings.

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11. Child Support Orders

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high Demand
Here's how Child Support Orders is used in Support Agent jobs:
  • Initiated and processed modifications of child support orders.
  • Completed child support orders between plaintiff and defendant, requiring extensive attention to detail and organization of multiple pieces of information.
  • Prepared cases for court by preparing all legal documents for the legal process of establishing child support orders.
  • Established and enforced child support orders in the legal law office of Fulton County Child Support Services.
  • Enforced current child support orders, collected arrears, and initiated legal actions against delinquent noncustodial parents.
  • Apply federal and state regulations to establish, enforce, register and modify child support orders.
  • Enforce child support orders when either the non-custodial parent or custodial parent reside in another state.
  • Utilize all available resources to establish and enforce child support orders and collect child support payments.
  • Initiated, prepared, organized and enforced child support orders in accordance with North Carolina law.
  • Coordinate and execute the establishment of paternity and child support orders for clients and children.
  • Analyze petitions from other state agencies to register child support orders for enforcement and modification.
  • Enforced child support orders when a case became delinquent or obligation amounts fell behind.
  • Initiated, prepared, organized and enforced Child Support Enforcement Program child support orders.
  • Initiated actions to process cases for establishment or enforcement of child support orders.
  • Represented clients in a court to establish and enforce child support orders.
  • Negotiated with clients in court to establish new child support orders.
  • Enforce child support orders through civil and criminal court.
  • Established, enforced and modified child support orders.
  • Presented child support orders in court.
  • Establish new child support orders.

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12. Absent Parents

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high Demand
Here's how Absent Parents is used in Support Agent jobs:
  • Utilized State databases to locate absent parents including Department of Correction, Employment Security Commission and Department of Transportation systems
  • Ensured that all absent parents and legal guardians support their children when financially able by establishing and enforcing child support orders.
  • Performed skip-trace techniques to locate absent parents using government secured databases, employers, relatives and other law enforcement agencies.
  • Interview clients and absent parents to determine if an order for paternity, support, and/or medical is needed.
  • Interview clients and absent parents to establish paternity, medical support, child support, and previous public assistance.
  • Located absent parents by computer inquires, postmaster letters, employer letters, telephone inquires, and the Internet.
  • Maintained effective working relationships with clients, absent parents, attorneys, clerk of court and other court officials.
  • Conversed with city/state officials, employers, custodial parents and other sources to locate and obligate absent parents.
  • Conducted reviews on cases and updated computer with information on absent parents, clients, and/or children.
  • Worked information list daily to determine absent parent information, interviewed both custodial & absent parents.
  • Maintain communication with clients and absent parents as well as government officials and employers.
  • Gather information to establish paternity, locate absent parents, and determine financial status.
  • Lead Child Support Agent for all Review/Modifications and Motions filed by Absent Parents.
  • Interviewed clients and absent parents to collect child support payments as court ordered.
  • Assist clients, absent parents, or employers with any questions.
  • Interview customer, absent parents and related sources.
  • Arrange payment plans with the absent parents.
  • Located absent parents and verify income.
  • Conduct location and employment verifications for absent parents.
  • Performed locate searches on Accurint to locate absent parents.

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13. Setup

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high Demand
Here's how Setup is used in Support Agent jobs:
  • Help business and residence setup their Network using dedicated connection.
  • Manage and assist in the troubleshooting of thermal printers, laser printers, Kodak software and hardware, and networking setups.
  • Provided support for the customers with their online orders regarding photos, prescriptions and account setup.
  • Assisted in the process for new user setup for Active Directory, VPN, etc.
  • Assisted customers with setup and configuration for Apple desktops/portables and wireless devices.
  • Offered virus removal services, email setup, & software installation.
  • Complete requests for password resets and new user account setup.
  • Explained customer billing and setup recurring credit card payments.
  • Assisted customers with setup of home networks.
  • Assisted in UCAMS/Remedy Account Setup and modification.
  • Assist customer with network/router setup.
  • Assist the Implementation Specialist with tracking pre-installation procedures, ensuring all requisite setup & configuration items are complete before arriving on-site.
  • Provided technical setup support for dispatched local telco technician in initial bring up for Mega Path Corporate clients.
  • Support and setup a wide range of electronics including Game systems, Smart phones, e-readers and ipads.
  • Assist callers with technical issues regarding connectivity, responsiveness, modem/router setup (including PPPOE).
  • Answer questions on how to setup and use the product.
  • Configured Wireless networks, printers, New Pc setups.
  • Assisted IT Management to setup procedures for call center.
  • Supported Web Hosting and setup DNS, MX records, A records, Zone Files and Mail Clients.
  • Manage and Print Airline ticket Invoice setup Packaging and Delivery of airline tickets to Aerospace Corporation Phone Receptionist

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14. Customer Accounts

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high Demand
Here's how Customer Accounts is used in Support Agent jobs:
  • Manage and retain customer accounts by processing maintenance requests, suggesting current products or promotions and delivering superior customer service.
  • Provided information when responding to customer inquiries regarding customer accounts and billing.
  • Assess customer accounts for fraudulent activity.
  • Monitored and logged customer accounts into database
  • Worked with management teams and payroll department to assist with agent customer accounts, complaints, concerns and or questions.
  • Assisted with pilot programs for launch of new specialty programming packaging for high dollar customer accounts.
  • Maintained customer accounts, record keeping, customer service, and payments and billing.
  • Analyze customer s transactions and apply credits to customer accounts when necessary.
  • Supported the site by assisting agents resolve issues with customer accounts.
  • Review customer accounts for prevention and detection of possible fraud situations.
  • Processed incoming bankruptcy claims as they related to customer accounts.
  • Updated customer accounts and information on a daily basis.
  • Build customer accounts in the ADT database.
  • Identified and solved problems with customer accounts.
  • Provided product information to customers; placed online and store orders, checking product availability; created customer accounts
  • Investigated cases thoroughly to determine whether or not unauthorized access occurred on customer accounts Assist customers via email correspondence.
  • Supported and managed customer accounts for Embraer Aircraft maintenance systems repair center with onsite consignment initial provisioning and replenishment.
  • Assisted dealers with customer accounts Assisted with changing cellular devices and issuing updated telephone numbers Troubleshooting billing issues.
  • Answer inbound calls from customer, help manage the customer accounts .
  • Answer Phones * Maintain customer accounts * Billing and data entry

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15. Billing Questions

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average Demand
Here's how Billing Questions is used in Support Agent jobs:
  • Determined the status of returns, repairs, replacements, orders, delivery schedules, and billing questions.
  • Switched to taking inbound customer service calls, took payments answered billing questions, and fixed problems.
  • Handle consultant and customer inquiries, complaints, billing questions and payment extension/service requests.
  • Resolved billing questions and disputes, initiated customer calls, and performed data entry.
  • Handled customer tech support, complaints, billing questions and payment extension/service requests.
  • Handled customer inquiries, complaints, billing questions, & payment extensions.
  • Answered all billing questions also associated with past or present orders.
  • Managed high volume of customer inquiries, complaints and billing questions.
  • Answer any billing questions, establish new accounts.
  • Resolved billing questions and issues from subscriber base.
  • Assist member with policy billing questions.
  • Assist Agents with policy changes Quoting insurance rates for property and casualty policies Assist clients and agents with billing questions
  • Work from Home) Task included answering general billing questions, making adjustments to customer's accounts.

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16. Outbound Calls

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average Demand
Here's how Outbound Calls is used in Support Agent jobs:
  • Generated nationwide reservations provided customer service and negotiating customer dispute(inbound and outbound calls).
  • Provided excellent customer service by answering traveler calls and emails, and by placing outbound calls, and sending outbound correspondences.
  • Handled the task of providing excellent customer service by responding to a high volume of inbound and outbound calls.
  • Handled a high influx of inbound calls and outbound calls within a dynamic call center environment.
  • Respond to support tickets, make outbound calls proactively troubleshooting outages, and troubleshooting guest issues.
  • Ask qualifying questions regarding auto, home, life or annuity insurance via outbound calls.
  • Received inbound calls and made outbound calls for follow-ups related to home and digital services.
  • Handled outbound calls to assist customers with installation, troubleshooting, and configuring their software.
  • Make outbound calls to customers for ticket shipment confirmation and to ensure customer satisfaction.
  • Picked as an Apple Expert and fielded outbound calls set up by clients.
  • Handle and correctly disposition average of 150 inbound and outbound calls daily.
  • Handled 50+ inbound/outbound calls per day to owners for customer service inquiries.
  • Handled incoming and outbound calls from former and future college students.
  • Receive inbound calls and make outbound calls on behalf of client.
  • Received inbound/made outbound calls for all major services brands.
  • Make outbound calls to suppliers and retrieve reservation confirmations.
  • Handle tickets via inbound/outbound calls and/or email support.
  • Receive large volumes of inbound calls plus make outbound calls via auto dialer or manual calling.
  • Handled inbound and outbound calls from car dealerships, DMVs and or customers.
  • make inbound and outbound calls for customer services issues

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17. Computer System

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average Demand
Here's how Computer System is used in Support Agent jobs:
  • Assist Customer Service Representatives with incoming calls by providing correct scripting and helping navigate computer system.
  • Maintained meticulous documentation on STARS computer system.
  • Position required to have proficiency in typing and computer skills and to understand the way the company computer systems work.
  • Provide technical assistance and support for incoming queries and issues related to desktop computer systems, software, and hardware.
  • Worked with various state and county computer systems as well as Word, e-mail, and the internet.
  • Attended monthly staff meetings and training when a new program was added to computer system scheduling program.
  • Assessed and advised clients on operational issues for both the clients' computer systems and their software.
  • Repaired over 3000 Dell computer systems including, Desktop, laptop and tablet hardware and software issues.
  • Use computer system to locate participant addresses, driver s license information, and benefit information.
  • Train and troubleshoot while repairing vendor computer systems, computer peripherals if down.
  • Close work orders in the computer system once they have been completed.
  • Verified that information in the computer system was up-to-date and accurate.
  • Compiled client data, inputting into computer system and required forms.
  • Provided direct support to agents and managers using multiple computer systems.
  • Trained new agents on IRS computer systems and specialized applications.
  • Type up child support/medical orders in computer system.
  • Updated results from court in the computer system.
  • Provide professional over-the-phone technical support to customers with warrantable Dell Computer Systems.
  • Entered data in the Child Support Computer system (ACTS) Maintained a caseload of over 300 cases.
  • Completed orders for enforcement , took cases to court monthly, entered all data into computer system

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18. Apple

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average Demand
Here's how Apple is used in Support Agent jobs:
  • Provided unparalleled customer service and enrichment to the digital lifestyles of Apple customers.
  • Recorded all details of calls and what the customer needed in an application made by Apple called Toolbox.
  • Provided first level and second level escalation support for customers calling AppleCare about various hardware and software products.
  • Educated customers on Apple's support options, online tools, and self-help tutorial resources.
  • Assist with setup and use of Apple products, provided technical assistance for Apple products.
  • Work required many Apple applications and databases to be used on a Mac computer.
  • Troubleshoot/supported wireless networks - routers/modems, Apple Airport Extreme routers, Express extenders.
  • Team leader for the release team for Apples operating system: Leopard.
  • Provided technical support for Apple clients as a CPU tier 1 agent.
  • Provide telephone support for customers of the Apple Online Store.
  • Answered phone for customers with issues with Apple products.
  • Helped provide support for all shipping Apple iPod products.
  • Provided post sales support to Apple Computers customers.
  • Administer Microsoft Exchange and AppleMail accounts.
  • Provide tech support for apple phones.
  • Maintained a consistently high CSAT while working with Apple (92% CSAT for the year).
  • Assist clients with data backup, operating systems reinstall, and install support of programs for both Apple and Microsoft based systems
  • Answered calls in a call center providing technical support for the Apple iphone.
  • Completed Tier 1 Apple iphone technical support training.
  • Assisted customer over the phone with issues with their Apple iOS devices and iPods.

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19. High Call Volume

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average Demand
Here's how High Call Volume is used in Support Agent jobs:
  • Cross trained 60 agents to assist with high call volume in order to meet program service level.
  • Experienced consistent high call volume and was trained quickly in progressively higher levels of technical support.
  • Handle high call volume in a fast paced environment providing computer technical support to internet users.
  • Assisted with customer callbacks and call harvesting in times of high call volume.
  • Handled high call volume and operated SABRE computer software simultaneously.
  • Managed high call volume with tact and professionalism.
  • Handle agent/ caller inquires at high call volumes.
  • Control for high call volume.
  • Demonstrated proficiencies via telephone, chat and e-mail within a MLM high call volume environment.
  • Maintain high call volume and action count (97 -99%).Special projects include: Develop Team SharePoint site.
  • Answer supervisor questions about their team's timesheets Assist with high call volumes by taking phone calls.

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20. Mac

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average Demand
Here's how Mac is used in Support Agent jobs:
  • Diagnosed and repaired, monitored and maintained over one thousand cell-phone-purchasing-ATM-machines across the US.
  • Provided support for installations ranging from single machine installations to server installations.
  • Process returns authorization for expired pharmaceutical products.
  • Skilled in the use of general office machines and computers; interact professionally on the telephone and through electronic means.
  • Work required extensive typing and working with many programs simultaneously using Mac OS in a strictly online environment.
  • Helped customers by providing them quotes and assisting them locate parts for their Caterpillar machinery.
  • Solve problems for current members with pharmacy, benefits, and incentive issues.
  • Supported Windows Desktop and Servers, Mac, and Linux Cent OS.
  • Provide information to providers and pharmacists concerning patient's drug plans.
  • Promoted from previous department working with e machine computers.
  • Assist users with issues related to Windows OS (XP - Windows 8.1), and Mac OS X.
  • Supported virtual Machine infrastructure using VMware architecture.
  • Utilize CMS, RGA, & BOB functionalities, which imports and track of all medical recalls from distributors to pharmaceutical
  • Instructed customers on the reinstallation & usage of the iTunes application in Windows & Mac OS environments.
  • ASSOCIATE SUPPORT AGENT-CALL CENTER EXPRESS SCRIPTS Assisted internal agents and customers with their pharmacy benefit needs.
  • Guided customers setting up their Microsoft Outlook, Macintosh E-Mail, Thunderbird, and Incredi-mail accounts.
  • Reimaged legacy desktop and laptop machines with Windows 7 or 8.1..
  • Provided safe and secure handling and stocking of pharmacologic related supplies.
  • Call center agent for pharmacies processing claims -3rd party adjudicator
  • Included Terminal Setup/Management, Monitoring/Management of VMWare Virtual Machines using vSphere Client and Citrix XenBrokers.

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22. Customer Calls

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Here's how Customer Calls is used in Support Agent jobs:
  • Handled incoming customer calls to resolve internet connectivity issues.
  • Identify and escalate priority issues, route calls to appropriate resource and follow up customer calls where necessary.
  • Handled high priority Microsoft customer calls involving volume licensing products such as Windows 8 and Microsoft Office.
  • Answered a constant flow of customer calls with up to 80 calls in queue per minute.
  • Answer customer calls, troubleshoot calls and advise documents needed to complete lien placement.
  • Follow up to customer calls and escalate unresolved problems where necessary.
  • Received customer calls and provided primary resolution for all such calls.
  • Analyze and process incoming customer calls and chats via internet.
  • Assisted with inbound customer calls and resolving guest issues/requests.
  • Provided excellent documentation and case notes on customer calls.
  • Perform administrative duties including filing & customer calls.
  • Followed up customer calls where necessary.
  • Answer business class customer calls.
  • Received inbound customer calls regarding Yahoo services and other general inquiries Provided technical support and troubleshooting to Yahoo customers
  • Responded to a large volume of enquiries email and inbound customer calls.
  • Managed customer calls effec vely and efficiently in a complex, fast-paced and challenging call center environment.

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23. Child Support Obligations

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Here's how Child Support Obligations is used in Support Agent jobs:
  • Provided enforcement and collection of court ordered child support obligations, medical insurance coverage and modification on existing orders.
  • Evaluated the financial condition of individuals and/or businesses to determine the ability to meet child support obligations.
  • Enforced paternity and court ordered child support obligations through administrative and judicial processes.
  • Calculate child support obligations and debts and initiated collection actions.
  • Enforce child support obligations set by the courts, issue show causes, send letters to absent parents.
  • Establish and modify child support obligations and ensures that such obligations are met through enforcement of court orders.
  • Locate absent parents by utilizing local resources so that child support obligations can be established and enforced.
  • Interact with absent parents to make sure they are in compliance with court ordered child support obligations.
  • Researched the location of absent parents to establish paternity and ensure the collection of child support obligations.
  • Computed monthly child support obligations, exercised discretion in negotiating prior to the court hearing.
  • Manage a caseload to establish and enforce legal child support obligations and medical insurance.
  • Confer with non-custodial parents to inform them of their child support obligations and responsibilities.
  • Performed investigative, judiciary, and legal work to determine child support obligations.
  • Manage a caseload to ensure that child support obligations are being enforced.
  • Manage and monitor caseload to ensure that child support obligations are met.
  • Establish child support obligations and ensures that such obligations are met.

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24. Active Directory

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average Demand
Here's how Active Directory is used in Support Agent jobs:
  • Administered agents network accounts using active directory.
  • Used Active Directory to change permissions, change passwords, unlock accounts, and update personal information.
  • Experienced in SQL server, Active directory, SalesForce, Word, Excel, Remote connections and more
  • Experienced with Add, Delete, Change User and Permissions in Windows Server Active Directory.
  • Created and managed user accounts, service accounts, and computers within Active Directory.
  • Supported over 55,000 users in Active Directory across multiple Organizational Units.
  • Manage object creation and permissions in Active Directory.
  • Reset passwords with Active Directory.
  • Provided internal technical support to all Fedex Office centers, reset team member's passwords in active directory.
  • Bind Unix and OS X accounts to Active Directory networks Successfully support various applications on multiple operating systems.
  • Assisted End Users with Technical Issues involving Active Directory, Citrix, Oracle and Outlook.
  • Provided support for Citrix, Peoplesoft, SAP, Microsoft Office, and Active Directory.

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25. Hardware Issues

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average Demand
Here's how Hardware Issues is used in Support Agent jobs:
  • Assisted customers from around the world via email and phone with software/hardware issues.
  • Assisted IT department with Local Site Network and hardware issues.
  • Assisted with diagnosing and resolving software and hardware issues.
  • Talk customers through steps for hardware issues.
  • Educated users on software/hardware issues via remote login.

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26. Customer Complaints

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Here's how Customer Complaints is used in Support Agent jobs:
  • Research required information using available resources, manage and resolve customer complaints and provide customers with product and service information.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Authorized decision maker to resolve high-level matters as needed to satisfy customer complaints.
  • Referred unresolved customer complaints to designated departments for further investigation.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Managed and resolved customer complaints.
  • Call flower orders out to the florist, resolve customer complaints, and handle any orders that needed additional information.
  • Assist Reservation Sales Agents in booking airline reservations, ticket changes, refunds, and customer complaints.
  • Provide accurate information to answer questions, troubleshoot issues, and resolve customer complaints.
  • Review Cross-sell Mortgage contracts daily, handle Customer complaints and reach logical resolution.
  • Correct errors, work on misquotes, problem bookings, customer complaints.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Respond or answer incoming emails and resolve customer complaints.
  • Receive and respond to customer complaints.
  • Resolve customer complaints via phone.
  • Resolved customer complaints Emails Online Web-chat
  • Schedule appointments, provide office location an directions, handle customer complaints, pricing inquiries, and supplying office information.
  • escort guest throughout course trained on details of company stature assisted in resolution of customer complaints and concerns.

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27. Product Information

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Here's how Product Information is used in Support Agent jobs:
  • Maintained extensive customer contact; fielded initial calls, provided product information.
  • Compiled and updated all product information on internal website.
  • Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Assist customers via internet chat with new product information, conduct vehicle/dealer searches, and provide current incentive details.
  • Assisted with product information, position status, compensation, as well as policy & procedures.
  • Answered customer inquiries, solved problems over the air, and provided new product information.
  • Answered average of 30 calls per day solving problems and providing new product information.
  • Offer support to fellow chat agents with product information, procedures and verbiage.
  • Provide product information and assistance to clients in all parts of their vacation
  • Order placing, customer service, payment history, product information.
  • Helped customers with product information , ordering products, pricing, reshipping or problems associated with their order.
  • Provided Siebel trouble-shooting assistance to internal agents and assisted agents with company product information including ancillary products.

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28. Trouble Tickets

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Here's how Trouble Tickets is used in Support Agent jobs:
  • Updated existing trouble tickets for client and then moved email to the appropriate file or folder.
  • Create, update, modify, escalate and resolve trouble tickets using HP ServiceCenter.
  • Utilized proprietary Dell ticketing system to maintain company logs and customer trouble tickets.
  • Used AS/400 and Remedy to create and check the status of trouble tickets.
  • Filed trouble tickets on issues to be investigated by network engineers.
  • Create and close out IRIS trouble tickets
  • Create trouble tickets for escalated issues.
  • Provide excellent customer service while handling escalated trouble tickets Temp Associate Recruiter qualifying candidates per phone prescreens / interviews

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29. Problem Resolution

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Here's how Problem Resolution is used in Support Agent jobs:
  • Updated logs and databases with detailed information pertinent to problem resolutions through providing trouble ticket escalation and resolution-tracking
  • Results-oriented individual who will take ownership of problem resolution.
  • Provided first-level contact and problem resolution for users with issues related to hardware, software applications, and network connection issues.
  • Provide technical and network problem resolution to customers; perform a question diagnosis while guiding customer through step by step solutions.
  • Engaged and tracked priority 1 issues, with responsibility for problem resolution, escalation, and documentation of trouble tickets.
  • Calm irate clients, repair trust, locate resources for problem resolution and design best option solutions.
  • Assured positive client experiences and provided 100% problem resolution, while managing a high volume switchboard.
  • Provided first-level contact and problem resolution for all users with hardware, software and applications problems.
  • Calmed angry callers, repair trust, located resources for problem resolution and design best-option solutions.
  • Provide troubleshooting and problem resolution for questions with various Apple products.
  • Provided problem resolution for customers with various issues with time constraints.
  • Tracked customer issues from initial contact through problem resolution.
  • Calmed irate callers and located resources for problem resolution.
  • Create reports from problem resolution.
  • supported customers having data connectivity issues and phone issues.Provided thorogh support and problem resolution for customers.

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30. Customer Information

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low Demand
Here's how Customer Information is used in Support Agent jobs:
  • Enter new customer information into system and update existing customer information.
  • Navigate through computer systems to access customer information and troubleshooting procedures.
  • Input customer information and qualify credit eligibility for ADT security systems.
  • Assisted in electronically filing, printing and organizing customer information.
  • Gathered and verified all required customer information for tracking purposes.
  • Investigate fraud/credit review orders to verify customer information.
  • Entered customer information into the computer, managed transfers that came into the office.
  • Created prospect customer member profiles and accurately add customer information to company database.
  • Multi-tasked by pulling up information needed to solve customer's problems, while on call entering customer information and detailed notes.

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31. Sales Agents

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low Demand
Here's how Sales Agents is used in Support Agent jobs:
  • Support insurance sales agents with customer follow-ups, document preparation, cost guide preparation, rate-reviews, and phone coverage.
  • Answer incoming calls from Sprint sales agents; resolve any issue they may encounter in Attempt to assist a customer.
  • Performed troubleshooting tasks for sales agents through email, instant messaging, and telephones.
  • Managed corporate incentives bookings and reconciled weekly sales report for all sales agents.
  • Provided coverage for and assistance to residential sales agents at new home communities.
  • Assisted sales agents to interpret and understand company policy and procedures.
  • Manage travel agencies and confirm seats for sales agents.
  • Support sales agents with price structure and seat confirm.
  • Supervised teams of up to 5 sales agents.
  • Provided technical assistance to the sales agents.
  • Assembled group vacation packages for sales agents.
  • Assist retail sales agents and end users.
  • Supported Sales Agents and Representatives.

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32. VPN

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Here's how VPN is used in Support Agent jobs:
  • Assist users with configuring and set-up of remote VPN access (Juniper Networks, RSA SecurID.)
  • Support Virtual Private Networking (VPN) and high speed connections for work-at-home customers
  • Use TeamViewer to remote into user's computers, and support VPN.
  • Configure remote VPN Hardware for on-location to home data transfer.
  • Configure VPN clients and ensure successful remote access.
  • Assist other DMDC end users connect to the VPN when they cannot connect to the VPN using the CAC machines.
  • Create bootable media which was sent to agents to enable them to log into VPN from their home PCs.
  • Supported Siebel, CTI Agent/Supervisor Desktop, Extend360 VPN Client, Kronos, E-Talk, Speedi-Win and Snag-It.

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33. Medicare

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low Demand
Here's how Medicare is used in Support Agent jobs:
  • Answered eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
  • Assist the Medicare billing staff work development letters and located information required for reimbursement.
  • Maintain professional knowledge of Medicare and SCAN benefits by successfully completing required training.
  • Provide general information on what Medicare covers.
  • Protect Medicare beneficiaries from Medicare fraud.
  • Review and follow all Centers for Medicare & Medicaid Services (CMS) contractual requirements, policies, and procedures.
  • Provide assistance with Special Election Periods to ensure Medicaid/Medicare policies, procedures and laws are in compliance for eligibility.
  • Obtain prescriptions and other necessary medical documents to ensure Medicare will pay for the patient's medical supplies.
  • Mail out publications offered through the 1800 Medicare Helpline * Provide world class customer service.
  • Enroll customers in medicare plans so that they are set for the new year.
  • Specialized in distribution and marketing of Medicare health plans.
  • Trained in Medicare and the Health Insurance Marketplace.
  • Maintained up-to-date knowledge of medicare/imm policies.
  • Trained in and assisted with Medicare Prescription Drug Plans, Medigap Plans and Medicare Advantage Plans.
  • Support agents with Medicare questions, enroll agents into different plans.

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34. Knowledge Base

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Here's how Knowledge Base is used in Support Agent jobs:
  • Contributed to proprietary Knowledge Base.
  • Tracked and analyzed frequent customer issues for reporting, documentation for investigation and wrote knowledge base articles for them.
  • Record daily progress notes, updating the support Knowledge Base through documentation of issue resolutions and FAQ.
  • Create and maintain knowledge base articles to foster customer self-help tools available on-line.
  • Developed training materials and internal Knowledge base articles for support agents.
  • Work in the internal POLAR booking system and knowledge base systems.
  • Submitted to knowledge base database for all technicians to utilize.
  • Documented and maintained Knowledge Base Articles using HP Support Tools.
  • Created an easily accessible and managed FAQ knowledge base.
  • Developed Knowledge based articles on issues researched and resolved.
  • Used the Apple Knowledge Base to reference on troubleshooting
  • Created and maintained electronic knowledge base.
  • Worked diligently with Knowledge Based Articles.
  • Develop and maintain a strong knowledge base of Electrolux and Frigidaire appliance features and models.
  • Contribute to knowledge Base And distribute technical information.
  • Assisted customers with hardware troubleshooting and configuration Provided feedback for knowledge base article development Escalated tickets to higher tiers when necessary.
  • Use Triole 1.02, Triole 2.06, and Siebel to document calls and other programs for diagnostics and knowledge base.

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35. Non-Custodial Parents

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low Demand
Here's how Non-Custodial Parents is used in Support Agent jobs:
  • Interviewed clients and performed locating services for non-custodial parents to establish paternity and support obligations.
  • Skilled in dealing with very emotional situations with custodial parents and non-custodial parents.
  • Interviewed custodial parents and negotiated with non-custodial parents for a voluntary resolution.
  • Notified and conducted investigative interviews of clients, non-custodial parents and employers.
  • Located non-custodial parents and determined their income and employment status.
  • Negotiate out-of-court settlements and agreements with non-custodial parents.
  • Conduct interviews with custodial and non-custodial parents.
  • Verify income for custodial and non-custodial parents.
  • Managed an assigned caseload of non-custodial parents.
  • Interviewed clients (custodial parents) and non-custodial parents in order to locate participants and determine the next appropriate action.
  • Prepared paperwork for agency's attorney to file liens against non-custodial parents' property and various financial settlements.
  • Located non-custodial parents, their income and other resources to access in determining the type due support.
  • Interviewed clients and non-custodial parents to get a child support order established.
  • Calculate and negotiate monthly child support amounts for the non-custodial parents.
  • Monitor non-custodial parents for compliance with child support court orders.
  • Schedule Non-Custodial Parents for Court who does not comply.
  • Retired Locate non-custodial parents in cooperation with custodial parents and via access to computer databases.
  • Performed multi-faceted tasks, which involved interviewing clients, non-custodial parents, and the ability to suddenly change work priorities.
  • Explain to non-custodial parents or other involved parties the calculation of support amounts, obligations, and legal requirements.
  • Court appearances Compliance audits on cases Investigation and tracking of non-custodial parents Filing legal action against the non-paying non-custodial parent.

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36. Travel Agents

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low Demand
Here's how Travel Agents is used in Support Agent jobs:
  • Assist and support Guests, Travel Agents and Cast Members through multiple live chat windows (instant message) and e-mail.
  • Provide excellence in customer care working directly with retail travel agents & specialists.
  • Assisted travel agents with automated bookings created in their reservation systems.
  • Received incoming sales and support calls from travel agents and passengers.
  • Managed and scheduled passengers and travel agents inquiries and cruise reservations.
  • Provided technical support for travel agents who needed help.
  • Handled escalated calls from consumers and travel agents Provided guidance to reservation agents.
  • Create, update, and cancel bookings Service incoming calls and respond to telephone inquiries from travel agents and direct passengers.
  • Handle all transaction calls from travel agents, customers, passengers, andinternal employees.
  • Served as a liaison between outside cliental, travel agents, and airlines.
  • Support for travel agents, airport agents and frontline reservations agents.
  • Worked closely with travel agents and customers planning cruise vacations.
  • Book cruises for travel agents and direct passengers Book lodge groups for travel agents Take overflow calls for various departments

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37. CRM

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low Demand
Here's how CRM is used in Support Agent jobs:
  • Resolved customer problems via telephone and email using Service Center and Remedy (CRM) for ticket creation and tracking purposes.
  • Developed, tested, and maintained CRM application using Visual Basic, Access, and HTML/CSS with user base of approx.
  • Used Microsoft Dynamics CRM on a daily basis by pulling reports and creating cases for clients
  • Manage maintenance data to ensure information is current and accurate in CRM.
  • Used CRM programs to enter update new and existing client information.
  • Open and manage support cases in Microsoft CRM ticketing system.
  • Utilized CRM and multiple programs through a dual screen terminal.
  • Logged all interaction via Apple's CRM systems.
  • Trained to use Sales CRM and RIO.
  • Referred escalated issues to management via the RightNow CRM Performed other duties as assigned
  • Utilize Salesforce CRM, basic network troubleshooting, Excel, Word.

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38. Special Projects

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low Demand
Here's how Special Projects is used in Support Agent jobs:
  • Handled special projects for management involving troubleshooting.
  • Undertake special projects; provide periodic and consistent information to management for each phase of the assigned project.
  • Participate in special projects as needed, such as helping QA, Developers and DBA teams.
  • Assisted in conduction of official inventories and/or other special projects as needed or required.
  • Utilized time management to assist in special projects as needed throughout the support team.
  • Participate and collaborate with Operations teams in special projects as assigned by manager.
  • Participate in special projects and perform other duties as assigned.
  • Elected for special projects team to handle escalated client issues.
  • Take on special projects from management as required.
  • Completed special projects within prescribed time frame.
  • Assisted with special projects as assigned.
  • Do special projects sent from Headquarters.
  • Assigned special projects by management.

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39. DNA

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low Demand
Here's how DNA is used in Support Agent jobs:
  • Trained to collect DNA Test samples from Clients, Noncustodial Parents and Children to establish Paternity for child support orders.
  • Performed DNA testing, responsible for maintaining control and shipment of all samples collected.
  • Scheduled DNA blood tests when paternity was questioned or denied by named father.
  • Arranged and facilitated DNA testing in cases where paternity was in question.
  • Assisted all parties involved with DNA testing to determine paternity.
  • Locate noncustodial parents and perform DNA testing.
  • Collect DNA samples to establish paternity.
  • Trained professional to do DNA Testing.
  • Interview non-custodial parents, schedule DNA Testing, and negotiate Voluntary Support Agreement and Orders.

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40. Password Resets

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low Demand
Here's how Password Resets is used in Support Agent jobs:
  • Satisfied technical requests including advanced administrative terminal troubleshooting, security password resets, report transmissions and file posting confirmations.
  • Provided phone support for client firms for issues such as password resets, network connectivity, email programs, and printers.
  • Assisted with password resets to internal systems and worked with select individuals to collaborate on ideas for general department knowledge.
  • Performed secure password resets and enabled access to web applications critical to job functions.
  • Educated customers in basic processes such as password resets.
  • Assist travel agents and consumers with password resets.
  • Crossed trained to assist with Account Password Resets as well as Microsoft Accounts such as Xbox LIVE.
  • Performed audits on guest relocations, hotel absorptions amounts, password resets and guest compensation amounts.

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41. Child Support Payments

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Here's how Child Support Payments is used in Support Agent jobs:
  • Established paternity and child support payments according to guidelines.
  • Maintain accurate records, files, and paperwork of Child Support payments paid and those unpaid.
  • Monitored child support payments to ensure collection and proper distribution of child support collections.
  • Take child support payments prior to and on the court date.
  • Interviewed clients and noncustodial parent to request child support payments.
  • Enforce and monitor child support payments.
  • Processed incoming child support payments.
  • Enforced Court Orders for Child Support Payments Completed audits of cases for accurate disbursement of funds received.
  • Processed, keyed, and balanced child support payments, and prepared bankdeposits.

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42. Directv

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low Demand
Here's how Directv is used in Support Agent jobs:
  • Assisted customers with troubleshooting supported DirecTV equipment.
  • Resolved escalation calls, ordered replacements receivers and remote controls, and completed service call work orders for DirecTV technicians.
  • Match customer needs identified through effective listening and questioning skills to products offered through DIRECTV.
  • Activated DIRECTV receivers, accepted and processed credit card payments as well as reinstated services.
  • Direct sales representative for DirecTV bundles department.
  • Answer inbound calls for DIRECTV for TEC support.
  • Worked in a fast-paced, dynamic environment as the go-to person for DIRECTV's multi-dwelling unit customers.
  • Provided excellent customer service * I ensured that Directv customers account were accurate as they wanted, ex.
  • Process customer damage claims Train new support agents Support DirecTV contract Customer billing Answer escalated customer email Coordinate service calls support questions

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43. Xbox

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low Demand
Here's how Xbox is used in Support Agent jobs:
  • Provided technical support for Xbox systems and proprietary software in complex network configurations.
  • Provide TIER 3 Support for customers that have escalated service requests for Unauthorized Access on their Xbox LIVE accounts.
  • Focused on Customer Satisfaction provide customers with a one stop shop for all things Xbox and Microsoft.
  • Conducted level one and two technical support for Microsoft Xbox live hardware and customer network issues.
  • Answered calls from customers of AT&T U-Verse and Microsoft Xbox.
  • Answer phone calls and helped the customer with problems with there Xbox

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44. Turbotax

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low Demand
Here's how Turbotax is used in Support Agent jobs:
  • Communicated tax publications, empowering each customer to feel confident with TurboTax (verbally and textually).
  • Follow a strict Privacy policy to never give out any information collected by TurboTax software.
  • Resolve any issues with TurboTax software while providing tax filing support on the first call.
  • Assist with an influx of calls from TurboTax Online/CD Download customers with Product Support.
  • Contracted to Intuit TurboTax at an IBM site.
  • Educate the customer on TurboTax Intuit Products.
  • Assisted turbotax customers with their tax products and checking the functionality of the product making sure it workedproperly.

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45. Customer Questions

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low Demand
Here's how Customer Questions is used in Support Agent jobs:
  • Attend to customer questions, complaints and concerns immediately, and facilitate satisfactory resolution.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Handled customer questions and also engaged in customer service activities.
  • Answered customer questions about product availability and shipment times.
  • Answer customer questions and concerns in reference to billing, products and services, and technical issues.
  • Respond to and resolve escalated customer questions regarding software and hardware.
  • Answered all customer questions concerning their orders.
  • Answer customer questions and concerns regarding Livestream's hardware and software products and platform services.
  • Document all customer questions , issues and resolutions into SalesForce.
  • Take inbound calls Answer customer questions Handle customer purchases

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46. New Agents

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low Demand
Here's how New Agents is used in Support Agent jobs:
  • Provide assistance training new agents, as well as steady state training as the scope of their responsibilities expands.
  • Help and train new agents / answer different questions and educated them how to assist the customer
  • Assisted training new agents, explaining new processes and procedures when they were implemented.
  • Interviewed and enrolled new agents, making sure they completed all necessary training.
  • Appointed to training position to help new agents with Apple wireless networking protocols.
  • Provided training to new agents and ongoing training for existing staff.
  • Assisted development with new agents by mentoring and offering positioning skills.
  • Created handouts used to help new agents in training.
  • Trained new agents and maintained materials used for training.
  • Developed training guidelines for new agents.
  • Assisted in recruiting of new agents through the creation of presentations, cold-calling prospects, and following-up to set appointments.

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47. Accurate Information

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Here's how Accurate Information is used in Support Agent jobs:
  • Provided timely and accurate information to incoming consumers regarding order and product knowledge.
  • Provide dealers accurate information about lenders to maximize their profit.
  • Maintain company database by inputting accurate information.
  • Provide prompt, reliable and accurate information to customers while adjusting to the pace of the caller.
  • Edited and proofread training materials to assure that accurate information was integrated for new hires.
  • Ensured accurate information was given to customers on daily basis about their cases.
  • Give customers accurate information about there tax return.
  • Provide prompt resolution to customer inquiries by providing appropriate and accurate information.

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48. Verizon

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low Demand
Here's how Verizon is used in Support Agent jobs:
  • Conducted online chats with Verizon customers regarding orders and potential orders.
  • Provide excellent customer service for Verizon Wireless, while securely handling customer proprietary network information (CPNI).
  • Provided product and service information for customers on Sprint, Verizon, and T-Mobile networks.
  • Maintain accurate tracking system of all incoming calls Increase sales of other Verizon products to existing customers
  • handled incoming technical support calls for Dell computers, later for Verizon Fiber optic service.
  • Assisted Verizon Fios customers resolve computer, telephone, and video issues.
  • Handled telecom related billing calls on voice support for customers of Vartec Telecom and Verizon Telecom.

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49. IP

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Here's how IP is used in Support Agent jobs:
  • Adhered to state and federal privacy laws as well as multiple-level identity verification.
  • Keep equipment operational by following established procedures; reporting malfunctions.
  • Responded to telephone inquiries utilizing standard scripts and procedures.
  • Take ownership of investigating and resolve issues with a sense of urgency to ensure customer satisfaction and prompt processing times.
  • Developed a working relationship with clients, courts, debtors, and attorneys.
  • Earned multiple incentives due to my high quality support and performance.
  • Provided team leadership to accomplish department goals and monitor work flow.
  • Communicate product news through multiple channels to attract new clients.
  • Documented data of providers, Medicaid recipients and the public.
  • Prepare equipment for reuse or surplus of property actions.
  • Defined and applied fare rules and fare construction principles.
  • Provided website scripting assistance and e-mail account set-up.
  • Outsourced multiple orders to vendors daily.
  • Coordinate the disassembly and re-installation of automation equipment in support of office relocation's.
  • Use of analytical skills to help resolve various coding and equipment issues within the ICOMS billing systems.
  • Created and optimized Powershell scripts to automate and speed up processes of new openings and transitions.
  • Created marketing materials, sales scripts and provided service to an orphan book of business.
  • Warehouse Clerk: -Assisted warehouse supervisor with shipping and receiving, inventory management, etc.
  • Set up new agent accounts in companywide system and grow client relationships.
  • Import Customs Clearance Advisor Examines various documents including invoices, bills of lading, and shipping statements.

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50. Level Support

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low Demand
Here's how Level Support is used in Support Agent jobs:
  • Provided first level support to customers who experienced system malfunctions, operational problems and any other type of issue/problem.
  • Provided second level support to customers experiencing hardware and software problems.
  • Acted as second level support to IBM field technicians in the US and Canada.
  • Route major problems to 2nd level support; document problem and resolution.
  • Escalated customer problems to higher level support or management as needed.
  • Second level support on Exchange issues.
  • Perform trouble shooting on devices to assure they are working properly and submit escalation tickets for next level support.
  • Provided first level support through telephone and desk-side support for Ingenico employees.

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Support Agent Jobs

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20 Most Common Skills For A Support Agent

Customer Service

23.7%

Technical Support

14.0%

Phone Calls

10.2%

Email

7.9%

Child Support Cases

6.7%

Troubleshoot

5.0%

Internet

3.9%

Data Entry

3.7%

Windows XP

3.4%

Court Hearings

3.3%

Child Support Orders

2.7%

Absent Parents

2.1%

Setup

2.0%

Customer Accounts

2.0%

Billing Questions

1.9%

Outbound Calls

1.8%

Computer System

1.7%

Apple

1.4%

High Call Volume

1.4%

Mac

1.3%
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Typical Skill-Sets Required For A Support Agent

Rank Skill
1 Customer Service 19.0%
2 Technical Support 11.2%
3 Phone Calls 8.1%
4 Email 6.3%
5 Child Support Cases 5.4%
6 Troubleshoot 4.0%
7 Internet 3.2%
8 Data Entry 3.0%
9 Windows XP 2.7%
10 Court Hearings 2.7%
11 Child Support Orders 2.1%
12 Absent Parents 1.7%
13 Setup 1.6%
14 Customer Accounts 1.6%
15 Billing Questions 1.5%
16 Outbound Calls 1.5%
17 Computer System 1.4%
18 Apple 1.1%
19 High Call Volume 1.1%
20 Mac 1.0%
21 Legal Documents 1.0%
22 Customer Calls 1.0%
23 Child Support Obligations 1.0%
24 Active Directory 0.9%
25 Hardware Issues 0.8%
26 Customer Complaints 0.8%
27 Product Information 0.7%
28 Trouble Tickets 0.7%
29 Problem Resolution 0.7%
30 Customer Information 0.7%
31 Sales Agents 0.7%
32 VPN 0.7%
33 Medicare 0.7%
34 Knowledge Base 0.7%
35 Non-Custodial Parents 0.6%
36 Travel Agents 0.6%
37 CRM 0.6%
38 Special Projects 0.6%
39 DNA 0.6%
40 Password Resets 0.6%
41 Child Support Payments 0.6%
42 Directv 0.5%
43 Xbox 0.5%
44 Turbotax 0.5%
45 Customer Questions 0.5%
46 New Agents 0.5%
47 Accurate Information 0.5%
48 Verizon 0.5%
49 IP 0.5%
50 Level Support 0.5%
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20,421 Support Agent Jobs

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