WHAT DOES A CUSTOMER SUPPORT DO?
Published: Jun 04, 2025 - The Customer Support Professional provides timely and efficient support to customers by resolving inquiries and technical issues across various communication channels. This position ensures customer satisfaction through clear communication, problem-solving skills, and product knowledge. This role collaborates with cross-functional teams to improve service processes and enhance the overall customer experience.
A Review of Professional Skills and Functions for Customer Support
1. Customer Support Administrator Duties
- Technical Support: Provides technical support to staff for computer systems, software, hardware, and network connectivity.
- System Installation: Installs, configures and troubleshoots desktop systems, workstations, and network connectivity issues.
- VTC Support: Provides support for VTC hardware and software.
- Client Support: Addresses client connectivity, client software distribution and installation issues.
- Asset Management: Accountable for the asset management of the information technology hardware.
- Password Management: May assign and maintain user passwords for specialized software.
- Frontline Support: Provide support to front-line support specialists.
- Customer Service: Provides excellent customer service over the phone and knows how to communicate properly with management.
- Incident Reduction: Partners with developers and engineers to reduce recurring incidents.
- Off-hours Support: Provides consultative assistance during off-hours.
- Customer Training: Provides training to customers
2. Customer Support Agent Details
- Customer Advice: Advice for new customers by phone or customer contact when opening an account and missing documents
- Homepage Guidance: Explain the FlowBank homepage (navigation, use of tools)
- Technical Support: Customer advice on technical problems
- Service Support: Support services in close cooperation with a back office at the headquarters
- Email Processing: Written and oral processing of email inquiries
- Order Receiving: Receiving stock exchange orders, shares, bonds, funds, warrants, structured products, options, futures, forex, fiduciary investments
- Order Entry: Entry of stock market orders
- Complaint Handling: Independent processing of customer complaints
3. Customer Support Analyst Responsibilities
- Client Support: Using consumer-facing skills to provide quality and timely support to 100+ clients, prospects and vendor partners via email and phone.
- Issue Diagnosis: Diagnosing and helping to resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available.
- Software Deployment: Distributing software to clients and prospects, assisting in the deployment of predictive models and applications, and providing live demonstrations of these products.
- Technical Analysis: Using analytical abilities to address highly technical questions regarding modeling methodologies, applications, and analytics.
- Bug Resolution: Applying critical thinking skills to identify and resolve model and software bugs.
- Communication Skills: Effectively communicating complex client issues to cross-functional internal teams and turning client interactions into strategies for business and product development.
- Documentation Writing: Authoring user documentation and articles on the firm’s models and applications.
- CRM Management: Maintaining client and prospect profiles in an internal contact management (CRM) database.
- Process Improvement: Identifying ways to improve current processes and the general functioning of the Client Support Team.
4. Customer Support Associate Job Summary
- Technical Support: Serve as the first point of contact for customers seeking technical assistance via phone, email or ticketing system and ensure that all necessary information is obtained to resolve customer issues in a timely manner
- Problem Resolution: Troubleshoot, document, and resolve technical and business process-related problems
- Remote Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Record Keeping: Accurately document and maintain records of daily data communication transactions, problems, remedial actions taken, installation activities and logs requests and resolutions
- Policy Compliance: Utilize departmental policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalation
- Trend Analysis: Identify trends in requests and communicate with the internal team
- Request Routing: Redirect questions and requests to other staff or help sources
- Audit Logging: Record and retain logs of all account and access-related requests for audit purposes
- Relationship Building: Create and maintain positive relationships with all internal and external associates
- On-call Support: Participate in a weekly rotating 24x7 on-call emergency support system (low after-hours call volume)
5. Customer Support Engineer Functions
- Data Monitoring: Participation in Data Center operations duties, active monitoring of customer’s environment and responding to events in a timely fashion
- Incident Management: Managing the queue of incidents and making sure that all of them are served according to the appropriate service level
- Issue Resolution: Autonomously solve issues based on predefined procedures, knowledge and experience
- Customer Liaison: Acting as a single point of contact to the customer
- Data Analysis: Gathering and delivering data for further analysis
- Team Cooperation: Cooperation with higher-tier engineers
- Presentation Delivery: Preparing and delivering presentations and training to the internal team or wider audience
- Technical Support: Providing technical support for customers during software deployment, new services implementation and architectural changes
- Knowledge Sharing: Sharing knowledge and expertise within the team
6. Customer Support Executive Job Description
- Query Management: Managing and resolving student queries
- Client Management: Managing and resolving client queries and producing monthly client reports
- Client Setup: End-to-end management of new client setup, installation and troubleshooting as well as all administrative aspects of client activities
- System Maintenance: Maintenance of the Funding Hub
- Content Liaison: Liaising on content between Blackbullion colleagues and clients
- Marketing Liaison: Liaising on design and marketing for promotional and campaigns for clients as well as client and user guides and other support collateral
- Relationship Improvement: Make recommendations for improvements in how we further enhance client and user relationships
- Activity Monitoring: Ongoing monitoring and reporting on all activity
- Report Production: Producing regular client reports and managing product update information
- Report Development: Developing and enhancing reporting for clients
- Event Leadership: Lead on client events, such as client advisory board, annual client workshop, and webinars
7. Customer Support Manager Overview
- Customer Service: Serve, support and advise Customers (Engine builders, yards and engine owners/operators)
- Internal Coordination: Connect with associated people in the local organisation in different departments (Operations, R&D, Sales) for customer support activities/troubleshooting
- Technical Liaison: Keep close ties to operations experts, e.g., for RCAs on technical issues
- Warranty Coordination: Keep in close contact with the warranty department for engines under warranty
- Global Networking: Connect with a global network in China, Korea, and Japan for customer support
- Communication Management: Ensure timely, unified and efficient communication with the customers
- Issue Management: Follow up / open CAPAs for identified technical issues
- Database Maintenance: Maintain issue tracking databases with key issues reported from the field
- Team Collaboration: Ensure good collaboration with Operation experts and R&D experts team, leading to one voice in the company and with the customers
- Product Support: Support Product Mgmt in the portfolio target setting with service/customer inputs
- Sales Collaboration: Foster close collaboration with sales to meet customer demand
- Fleet Representation: Represent Fleet Mgmt in the Customer Operation Support team
8. Customer Support Representative Tasks
- Customer Service: Provide excellent customer service and work inside CRM.
- Professional Communication: Respond to customers using a high level of professionalism by phone and email.
- Technical Leadership: Be the product technical lead for customers, partners and internal teams.
- Ticket Management: Open, manage, and occasionally solve technical issues tickets and be the point of communication between clients and support teams.
- Creative Solutions: Find creative, out-of-the-box solutions to unique problems.
- Product Collaboration: Collaborate with product and R&D teams to investigate and solve technical product issues.
- Team Coordination: Work closely with the company’s Customer Success and Sales teams, as well as global customers across multiple territories.
- Knowledge Management: Maintain a list of known issues, processes, and planned fixes in order to contribute to the ever-growing knowledge base.
- Performance Analysis: Analyze account performance and provide report details to the Dealer Experience Manager.
- Workflow Management: Working with the OpenTable workflow
9. Customer Support Specialist Roles
- Revenue Support: Support the achievement of monthly objectives for revenue and new customer acquisition targets
- Customer Contact: Point of contact for inbound customer service enquiries for self-funded patients
- Service Delivery: Support all elements of delivering exceptional customer service, including responsibility for inbound and outbound calls, email communications and order fulfilment
- Customer Journey: Responsible for supporting the self-funded customer journey to ensure they have a positive user experience
- System Utilization: Utilises internal systems (Salesforce) to organise daily activities and accurately record all customer interactions
- Marketing Communication: Communicate effectively with the Marketing department to feed back customer insight
- Product Knowledge: Develop an in-depth knowledge of the Dexcom products and confidently deal with any enquiries relating to self-funded patients and the user journey
- Problem Solving: Independently troubleshoots and seeks solutions to problems related to customer queries, orders and sales efforts
10. Customer Support Supervisor Additional Details
- Operations Support: Assist the General Manager with day-to-day operational needs
- Employee Training: Facilitate onboarding, training and professional development for employees
- Process Management: Define, map, and implement processes, workflow documentation, and training materials
- Succession Planning: Participate in the planning and tracking of succession plans for each area
- Efficiency Improvement: Create and implement solutions to increase efficiency
- Performance Evaluation: Consistently evaluate the performance of call support representatives to ensure the department’s expectations and goals are being met or exceeded
- Inquiry Assistance: Assist with inquiries, always making available to customers, staff, and senior leadership
- Performance Monitoring: Monitor individuals' performance to drive results and development opportunities
- Training Development: Research ways to improve performance through training materials and coaching tools
- Team Backup: Provide backup coverage for team leaders during absences and vacations as well as oversee weekend teams
- Reporting Tools: Using tools like Zendesk and Power BI reports to report on any performance issues
- Business Ethics: Demonstrate strong business ethic for dealing with employees, internal Trail departments and customers
11. Customer Support Technician Essential Functions
- Technical Support: Provide office-based technical support to customers via TeamViewer sessions, email and telephone via ticket system
- Service Support: Provide office-based technical support for the Service Team
- Shipment Preparation: Prepare materials for shipment to the customer site
- Installation Assistance: Assist in the preparation of shipments for machine installs
- On-site Support: Assist Customer Support Engineers on site during installations of equipment and peripherals and technical support visits
- Machine Configuration: Manage the build and reconfiguration of machines for internal use
- Testing Analysis: Run test programmes for components and machines, including fault finding and data analysis
- Cross-department Support: Work closely with other departments to provide technical support in particular
- Test Support: Provide support to the Test Department to test customer machines
- Sales Support: Provide technical support to the Sales Department
- Engineer Support: Support engineers either on-site or via the telephone