Agent Support & Onboarding Champion

Liveops; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

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

The position emphasizes troubleshooting, accurate case documentation, and proactive communication to resolve issues and improve processes. Collaboration with teams ensures timely support and successful agent experiences.

Qualifications

• Experience in customer support or service-focused environments.
• Strong troubleshooting and problem-solving abilities.
• Clear written and verbal communication, ability to translate technical guidance.
• Ability to manage multiple tasks with accuracy and timely follow-through.
• Ability to work independently within a fast-paced team.
• Proficiency with Microsoft Office and productivity apps.

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 channels.
• Research, troubleshoot, and resolve issues involving systems access, certification activities, and navigation.
• Provide clear, professional, empathetic communication and set expectations.
• Escalate complex issues to appropriate teams while maintaining ownership through resolution.
• Help agents understand and use available resources and self-service tools.
• Use case and chat channels to support the agent-facing mission while meeting SLAs and quality standards.
• Maintain documentation of troubleshooting steps, findings, actions, and resolutions.
• Apply appropriate case classifications, priorities, statuses, and workflows.

Skills

Customer support

Troubleshooting

Verbal & written communication

Time management

Independent worker

Problem solving

Tools

Microsoft Office

Job description

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

The position emphasizes troubleshooting, accurate case documentation, and proactive communication to resolve issues and improve processes. Collaboration with teams ensures timely support and successful agent experiences.