Agent Support Specialist

About the role

We are seeking an Agent Support Specialist who puts the agent experience at the center of every interaction. This role serves as a primary resource for independent contractor agents throughout onboarding, certification, readiness, and production, helping them navigate systems, tools, program requirements, and operational processes through clear, timely, empathetic, and solution-oriented support.

The Qualifications We're Looking For

• Experience in customer support, operations support, technical support, help desk, contact center, or a similar service-focused environment.
• Strong troubleshooting, problem-solving, analytical, organizational, and time-management skills.
• Excellent written and verbal communication skills, including the ability to translate technical or process-based information into clear guidance.
• Ability to prioritize multiple tasks while maintaining accuracy, attention to detail, and timely follow-through.
• Ability to work independently while collaborating effectively in a fast-paced team environment.
• Sound judgment regarding when to resolve, research, escalate, or seek additional guidance.
• Proficiency with Microsoft Office and business productivity applications.

Preferred Qualifications

• Experience supporting remote workers, independent contractors, or distributed workforces.
• Experience with case management, chat support, ticketing, or knowledge management systems.
• Familiarity with identity and access management concepts, including multifactor authentication and single sign-on.
• Experience supporting onboarding, certification, readiness, or learning-related processes.
• Experience identifying process, workflow, or documentation improvements in an operational support environment.

The Competencies You Bring

Agent Focus * Clear Communication * Technical Troubleshooting * Problem Solving * Accountability * Follow-Through * Adaptability * Collaboration * Attention to Detail * Operational Excellence * Continuous Improvement * Knowledge Management * Self-Service Advocacy

The Value You Deliver

Agent-Facing Support & Issue Resolution

• Serve as a primary point of contact for agents throughout application, certification, readiness, and production.
• Respond to inquiries through cases, chat, support sessions, and other designated support channels.
• Research, troubleshoot, and resolve issues involving systems access, authentication, certification activities, platform navigation, operational processes, and program requirements.
• Provide clear, professional, and empathetic communication while setting appropriate expectations and next steps.
• Escalate complex issues to the appropriate teams while maintaining ownership and visibility through resolution.
• Help agents understand and use available resources and self-service tools.

Case Management & Chat Support

• Use case and chat channels to support the broader agent-facing mission while meeting established service-level and quality expectations.
• Maintain accurate and complete documentation of troubleshooting steps, findings, actions, and resolution details.
• Apply appropriate case classifications, priorities, statuses, and workflows.