Agent Success & Onboarding Support Specialist

Liveops Agent Services, LLC; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Liveops is seeking an Agent Support Specialist to serve as the primary resource for independent contractor agents during onboarding, certification, readiness, and production. The role involves guiding agents through systems, tools, program requirements, and operational processes with empathy and clarity.

The successful candidate will excel in troubleshooting, multi-tasking, and translating complex information into actionable guidance, while collaborating with a fast-paced team and using MS

Qualifications

• Experience in customer support, operations support, technical support, help desk, contact center, or 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 judgement regarding when to resolve, research, escalated, or seeking additional guidance.
• Proficiency with Microsoft Office and business productivity applications.

Responsibilities

• 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.
• 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.

Skills

Customer support

Troubleshooting

Communication

Time management

Independent work

Team collaboration

MS Office

Tools

Case management systems

Ticketing systems

Knowledge management systems

Chat support platforms

Job description

Liveops is seeking an Agent Support Specialist to serve as the primary resource for independent contractor agents during onboarding, certification, readiness, and production. The role involves guiding agents through systems, tools, program requirements, and operational processes with empathy and clarity.

The successful candidate will excel in troubleshooting, multi-tasking, and translating complex information into actionable guidance, while collaborating with a fast-paced team and using MS