Support Agent Resume
Objective : As a Support Agent, assisted with transaction review, categorization, and various other tasks associated with completing and reviewing transactions, messages, and email to address and resolve member and provider inquiries.
Skills : Proficiency with support ticketing systems, Basic knowledge of IT and software troubleshooting.
Description :
- Worked and collaborated with internal stakeholders to identify issues and advocate for Level members and providers.
- Continuously developed and refined processes and resources to keep our support and operations top-notch.
- Addressed issues with intellect, grit, and empathy.
- Supported team, tackling projects with members of other Level teams as we roll out new plans and products.
- Trained in an operational-focused role, supported or customer-facing experience.
- Worked on confidential information and/or patient data.
- Trained with HIPAA, PHI/PII a plus.
Experience
2-5 Years
Level
Executive
Education
High School Diploma
Support Agent Resume
Summary : As a Support Agent, received payments and posted amounts paid to customer accounts, and answered customer telephone calls regarding existing or closed accounts.
Skills : Familiarity with CRM software and communication Skills.
Description :
- Responsible for providing technical assistance with Email Configuration and setup.
- Responsible for maintaining each customer's level of expectations and improving customer retention by offering the highest level of customer service possible.
- Responsible for providing tailored customer service interactions based on the customer's tone and needs.
- Responsible for achieving sales goals and service performance requirements through new customer sales.
- Responsible for getting needed approvals and documentation before sending it to the dispatch team.
- Responsible for managing a designated assigned task, supported by office experience in a medical setting.
- Responsible for acting as the voice of the customer within the organization, advocating for their needs and preferences in product development and service enhancements.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Support Agent Resume
Objective : As a Support Agent, exposured to work near moving mechanical parts, fumes or airborne particles, cleaning/maintenance chemicals, cold and vibration.
Skills : Customer Service Skills, Strong interpersonal skills.
Description :
- Exposured to hot, cold, wet, or humid conditions secure appropriate airport authority and/or US Customs security badges, if applicable.
- Provided excellent customer service and technical support.
- Managed their time effectively and communicated well with customers.
- Exposured to work on an airport ramp around airline vehicles and heavy equipment.
- Assisted customers with account-related tasks, such as setting up new accounts, updating information, processing orders, and managing subscriptions.
- Provided customers with guidance on product usage, best practices, and troubleshooting tips through various channels, including tutorials and FAQs.
- Conducted follow-up communications with customers to ensure their issues have been fully resolved and they are satisfied with the support received.
Experience
2-5 Years
Level
Executive
Education
High School Diploma
Support Agent Resume
Summary : As a Support Agent, read, wrote, spoke, and understood English, and obtained, and maintained, security clearance by undergoing a Ten (10) year Criminal History Records Check (CHRC).
Skills : Empathy and patience when dealing with customer issues. Ability to handle difficult or frustrated customers professionally.
Description :
- Possessed a valid driver's license (with a clean driving record).
- Performed shift work including early mornings, nights, weekends, and holidays.
- Possessed the versatility, flexibility, and willingness to work with constantly changing priorities.
- Reported to work on a regular, consistent, and timely basis, must be prompt and maintain good attendance.
- Worked independently and as a member of various teams, a self-starter.
- Exhibited a good customer service attitude.
- Lifted and/or moved up to 90 pounds or more.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Support Agent Resume
Summary : As a Support Agent, worked with data and data tools., analyzed data to tell a story, and identified areas for operational improvement.
Skills : Problem-Solving Skills, Time Management.
Description :
- Removed bags/luggage from the conveyor belt(s), read bag tags, and then sorted and transported bags to appropriate piers within the baggage handling area, using a baggage golf cart (at default pier station and/or oversized belts).
- Drove baggage golf carts safely and efficiently around highly congested and busy bag rooms.
- Performed cleaning and other duties as assigned or needed.
- Maintained an in-depth understanding of the company’s products, services, and policies to address customer questions and concerns effectively.
- Escalated complex or unresolved issues to higher-level support or specialized teams, ensuring timely and appropriate follow-up.
- Gathered customer feedback on products, services, and support experiences, and shared insights with relevant teams for continuous improvement.
- Adhered to established service level agreements (SLAs) and quality standards, ensuring high levels of customer satisfaction and prompt issue resolution.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Support Agent Resume
Headline : As a Support Agent, worked 5 consecutive days in a given 7-day work week, served as a product knowledge in Latch offerings, delivering exceptional customer service to ensure the smooth day-to-day operations of our hardware and platforms.
Skills : Teamwork, Adaptability, and Attention to Detail.
Description :
- Worked with multiple stakeholders in a fast-paced, rapidly changing environment, prioritizes effectively, and possesses excellent written and verbal communication skills.
- Worked knowledge of Access Control Systems, Networks, or Low Voltage.
- Broke down troubleshooting steps or complex topics for customers.
- Trained with Zendesk, Salesforce, and/or other tools, prioritized tasks independently.
- Worked with high-profile accounts, and advised on overall support needs and statuses.
- Trained with Division 28 standard operating procedures preferred.
- Documented customer interactions, including inquiries, issues, and resolutions, in the support ticketing system for future reference and analysis.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Support Agent Resume
Headline : As a Support Agent, worked with the offshore onshore model to support the end user, and provided internet, telephone, and email support to customers of a nationally known online retailer.
Skills : Customer Service, Communicational Skills.
Description :
- Created and managed a comprehensive knowledge base to help all stakeholders troubleshoot common issues and offer self-service options.
- Identified and resolved hardware or software/platform issues.
- Worked across Latch teams on escalated issues or to improve Latch product offerings.
- Monitored stakeholder performance and experience and provided feedback and data internally to enhance user relationships with the Latch platforms.
- Maintained accurate records of all support and account interactions.
- Continuously improved the support experience by identifying opportunities for process improvements and implementing new solutions.
- Participated in the pager rotation for emergency issues where there is the potential to need to assist a customer after normal business hours.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Support Agent Resume
Summary : As a Support Agent, triaged inbound calls for multiple TeamHealth facilities, and accurated documentation of patient information in the agencys EMR and associated computer systems.
Skills : Problem-Solving, Technical Skills.
Description :
- Relayed updated or new provider contact information to staff and management.
- Upheld our support care standards by achieving individual goals on call quality, handling time, ready status in phone system adherence, and reliability.
- Helped educate families of services available guiding offerings at Hospice of the Western Reserve providing services and solutions to their questions regarding coverage, eligibility, billing, and policy changes.
- Provided helpful, empathetic direction for those individuals and families utilizing our services.
- Received positive scores from Net Promoter Surveys on being helpful and resourceful for those utilizing services.
- Worked administrative tasks to process a referral such as Bed assignments, ECIN, doc u sign, doctor approvals, and electronic mailbox.
- Transferred calls to Clinical Agents as needed.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Support Agent Resume
Summary : As a Support Agent, responded to customer inquiries via phone, email, chat, or social media, providing accurate and timely information, diagnosed and troubleshooted technical issues, guiding customers through step-by-step solutions to resolve problems.
Skills : Patience and Empathy, Time Management.
Description :
- Used internal knowledge bases to find answers to complex questions requiring critical thinking, leveraging help from peers, and policies to guide autonomous decision-making.
- Answered tickets related to customer inquiries.
- Supported agents will be the first point of contact for those seeking hospice services.
- Provided patients, physicians, and hospital facilities with guidance throughout the organization.
- Interacted with patients via the phone to assess their clinical needs and requirements and/or maintain their health, initial screening of patient signs and symptoms acted in collaboration with the physician’s care team, collaborated with the transdisciplinary team, guided members towards and facilitated interaction with resources appropriate for care and well-being, utilizing resources available to uphold the population healthcare model, and any other questions or concerns.
- Worked on the phone as well as administrative follow-up’s duties to process a referral.
- Answered the first call from families, hospital staff, nurses, pharmacies, patients, and providers in a fast-paced inbound environment.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Support Agent Resume
Headline : As a Support Agent, responded to incoming customer inquiries via phones, live chat, voicemail, or email, and made outbound calls to families and doctors to update and coordinate visits and care.
Skills : Attention to Detail, Adaptability.
Description :
- Handled stress and conflict well.
- Demonstrated excellence and strong empathic phone and verbal communication with active listening skills.
- Skilled with EMR systems and practices (Suncoast preferred).
- Customer-focused and adaptable to different personality types.
- Multitasked, set priorities, and manage time effectively.
- Listened, typed, and updated records simultaneously.
- Provided timely and effective customer support to Latch stakeholders through various communication channels including email, phone, and chat.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
