Customer Support Representative Worker

A Customer Support Representative Worker is a support worker who resolves technical issues and supports customers predominantly in non-transactional queries unlike their Customer Service Representative counterparts.

• AKA: Customer Support Agent, Technical Support Representative, Help Desk Agent.
• Context:
  • It can (often) involve technical assistance and support related to computer systems, hardware, or software.
  • It can require responding to email tickets, live chat messages, or phone calls to solve problems related to services or products.
  • It can range from simple troubleshooting tasks to handling more complex problems that require detailed technical knowledge.
  • It can necessitate the ability to guide customers through steps to diagnose or resolve issues.
  • It can involve an escalation to higher-level technical support within the organization when needed.
  • ...
• Example(s):
  • A Customer Support Agent at a Software Company who assists users with software installation errors and licensing issues.
  • A Help Desk Technician in a Hospital who resolves issues related to electronic health record software.
  • ...
• Counter-Example(s):
  • Sales Representative.
  • Marketing Analyst.
• See: Information Technology, Software Support, Technical Communication, Call Center Agent.

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References

2024

• GPT-4
  • NOTES: Key duties and skills of a Customer Support Representative typically include:
    • **Duties:**
      • Providing technical support and resolving issues.
      • Assisting with new technology deployment and system updates.
      • Guiding customers through troubleshooting processes.
      • Recording issues and their resolutions in a support log.
      • Collaborating with other team members to provide effective solutions.
    • **Skills:**
      • In-depth knowledge of the product or technology.
      • Strong problem-solving and analytical skills.
      • Excellent communication skills, both verbal and written.
      • Patience and understanding to deal with frustrated customers.
      • Ability to prioritize tasks and handle multiple issues simultaneously.
      • Relevant technical certifications may be required depending on the sector.

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