Support Center Representative Job Description
Support center representative
provides assistance in the use of computer hardware and software, including printing, installation, word processing, spreadsheets, email, operating systems, network and wireless connections, and provisioning mobile devices.
Support Center Representative Duties & Responsibilities
To write an effective support center representative job description, begin by listing detailed duties, responsibilities and expectations. We have included support center representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Assist customers with equipment needs such as upgrading equipment as customers upgrade services
Daily duties will flex based on business needs
Helps resolve service problems by clarifying the customer's complaint
Partner with the branch to ensure Asset Management requirements are met
Requirements may include the following
Ensuring the proper allocation of inventory materials to jobs
Meets all Service Level Agreement (SLA) requirements between the
Service Branch Resource Center and the Branch/Region
Provide additional duties as required
Participates in driving productivity, profitability, and customer satisfaction for assigned customer(s) through the order life cycle
Support Center Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Center Representative
List any licenses or certifications required by the position: NW, P2, ASE, BLS, V3, ITIL, NBFAA
Education for Support Center Representative
Typically a job would require a certain level of education.
Employers hiring for the support center representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Military, Associates, Business, Accounting, Computer Science, Information Systems, High School Education, Business/Administration, General Education
Skills for Support Center Representative
Desired skills for support center representative include:
Microsoft Windows and Microsoft Office
Medical terminology
Computer hardware and modem configuration and installation
Endpoint computing devices
Networking
Operating systems
Routers and hubs along with wireless network configuration and phone provisioning
HR Technical Systems
Organization
Processes and customers
Desired experience for support center representative includes:
Will be required to work a flexible schedule that provides needed coverage for customer service levels
Basic Java, SQL, Linux, Unix skills
Good inter-personal skills and ability to work in team and alone
Must work flexible shift pattern and be able to work night shifts mainly
Country Citizenship
Freshgraduated/ Minimum 1 - 2 years experience in Data Center
Support Center Representative Examples
1
Support Center Representative Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support center representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support center representative
- Provides accurate and prompt order management
- Ensure questions and issues are resolved promptly and accurately
- Assist with gathering information, assessing and fulfilling our callers’ needs, and providing education along the way
- Contribute to the achievement of our service level goals
- Collaborate with internal and external business partners to provide solutions
- Work together with the best team of JAVA developers, using the most up to date technologies in creating applications for several Industries
- Do functional support for specific tools
- Will learn ITIL processes with focus on Incident Management, Change Management, and Problem Resolution
- Have the chance to be exposed to a very well structured source code
- Improve your SQL DB knowledge
Qualifications for support center representative
- Should have very strong experience of applications for maintenance and support
- English good level
- Time management and prioritization skills are needed, communication skills
- Pro-activeness and willing to bring innovation forward
- Java, SQL - knowledge
- Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari)
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Support Center Representative Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support center representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support center representative
- Monitors field technician’s locations and routes throughout the day
- Amount of time spent in Sales, Customer Service and Operations/Training will be variable based on day to day business needs
- Providing coaching and training to part-time Reps for compliance in IVR, Call Reports, Training
- Execute outbound calls for the purposes of quality assurance checks and customer surveys
- Answers incoming telephone calls to provide desired service to internal and external customers
- Responds to incoming emails to provide desired service
- Enters customer orders in an efficient and accurate manner paying close attention to pricing and location to reduce the quantity of errors and returns
- Enters credits accurately and in a timely manner to reduce negative impact on customers
- Communicates effectively with internal and external resources such as product vendors, via phone, email, and website, to service customer needs in a timely fashion
- Works with internal customers (Outside Sales Representatives, branch, store, operations, and distribution personnel, ) to improve the order-to-delivery process and make it seamless to the customers
Qualifications for support center representative
- Working knowledge of PC's and packaged software, , internet business application usage
- Ability to work independently or in a group or team
- Intermediate knowledge of Service Manager for call logging and closure
- Demonstrated proficiency in Microsoft Office, including Word, Excel, and Outlook
- Must have the ability to lift and carry 50lbs, work in an environment that requires physical demands such as climbing ladders and running cabling underneath desks, etc
- Electronic technician, electromechanical technician and / or engineering student)
3
Support Center Representative Job Description
Job Description Example
Our innovative and growing company is looking for a support center representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support center representative
- Provides responses and/or solutions to customer, dealers, and/or company personnel inquiries concerning problems and concerns of a moderately complex level
- Distributes additional product/service/policy information to customers, dealers, and personnel
- Develops common solutions to problems with team members to maintain required service levels
- Maintains the accuracy and availability of customer related information on-line
- Assists in the promotion of company products/services/programs through special program offerings, special mailings and pro-active user contact
- Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution
- Provides in-depth product support to the clients by resolving incoming inquiries
- Recreates client issues in test environment and identifies/documents how applications and systems interact to support business processes
- Printing and submitting invoices for 16 subsidiary locations
- Providing ETA's and order tracking from AS400 and custom locations
Qualifications for support center representative
- Human Resource exposure preferred
- Exposure to various Software Programs and mainframe a plus
- Demonstrated experience and efficiency using PC software applications
- Minimum of 18 months of experience in PC and software support or related technical training
- Enterprise internal support environment experience preferred
- 1-2 years prior work experience in customer facing role or in technical role preferred
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Support Center Representative Job Description
Job Description Example
Our company is looking to fill the role of support center representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support center representative
- Creating supplier price lists in Excel
- Review emails that come through the Pricing Mailbox / determine the appropriate analyst to forward messages to / follow up actions
- Record receipts and pricing commitment dates
- Verify data on customer price lists
- Handle inbound contacts from potential customers and business partners via telephone in order to process order entry
- Must be available to take calls, be productive, and engage in positive interactions, effectively meeting the needs of the customer and be mindful of customers’ time and availability
- Must have the ability to demonstrate dependability, flexibility and sound judgment by adhering to schedules and meeting all productivity, quality, and performance standards taking ownership for their own actions in all areas
- To assess and correct work orders to ensure their completion and accurate billing
- Handles order exceptions relating to HSD and Phone Provisioning, Porting and Ancillary across multiple vendors and platforms
- Apply all business rules, to ensure the integrity of the work order in an effort to increase completion rates
Qualifications for support center representative
- Requires the ability to move around the center and maneuver merchandise when necessary
- Office and regional field travel - Limited
- Be able to work a flexible schedule – nights and weekends
- Knowledge and demonstrated proficiency in various PC software applications
- Computer skills with comprehensive knowledge of computer order entry system
- PC skills with working knowledge of Word and Excel
5
Support Center Representative Job Description
Job Description Example
Our growing company is looking to fill the role of support center representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support center representative
- For inbound HVAC service calls troubleshoots issues with the members over the phone and resolves product related issues
- Receives all calls with the understanding that the incumbent is forming the member' s first impression of the company
- Minimizes calls in queue up-sells Home Improvement products and the value of the appointment
- Diffuses and calms agitated customers by relating with them, resolving their complaints and accurately directing their calls to appropriate departments for further assistance
- Partnering with the branch to review completed service work and customer account information
- Ensure pricing is within margin requirements and/or customer specific requirements
- Prepare and submit service billings in a special invoice format as defined by individual customer account requirements
- Process invoice credits and re-bills as necessary
- Keeps customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up to date in the service tool database (NxGen)
- Meets all Service Level Agreement (SLA) requirements between the Service Branch Resource Center and the Branch/Region
Qualifications for support center representative
- Associates or College Degree
- Must be able to work flexible hours to meet customers’ need and management expectations
- Prolonged sitting, up to 10 hours per day
- Prolonged viewing of computer screens, using computer keyboard, up to 10 hours per day
- 2 years customer service or inside sales experience desired
- High school diploma or equivalent with 2+ years of customer service experience is required