What is a Service Support Agent doing? Job description and responsibilities

What does a Service Support Agent do?

We are looking for an experienced and customer-focused Service Support Agent to join our team. In this role, you will be the primary point of contact for our customers, providing exceptional customer service and technical support. You will identify customer needs, troubleshoot technical issues, and ensure customer satisfaction. The successful candidate will have excellent problem-solving and communication skills, a passion for customer service, and a desire to exceed customer expectations.

Responsibilities of Service Support Agent

1. Respond to customer support requests via telephone, email, or other communication channels in a timely and professional manner.

2. Troubleshoot customer inquiries and identify problems that need to be escalated to higher-level support.

3. Assist customers in resolving product and service issues.

4. Document customer interactions and maintain customer records.

5. Monitor customer accounts for potential issues and follow-up in a timely manner.

6. Update customer information in the customer database.

7. Ensure customer satisfaction by providing accurate and timely responses.

8. Follow-up with customers to ensure their queries have been addressed satisfactorily.

9. Make recommendations to customers on products and services.

10. Adhere to service level agreements and service quality standards.