Agent Support Specialist

Swooped; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Swooped is seeking an Agent Support Specialist to serve as the main onboarding and support resource for independent contractor agents in the United States. The role focuses on helping agents navigate systems, tools, and processes with empathy and clarity.

Remote, full-time position requiring excellence in communication, problem-solving, and multitasking. You will handle inquiries, document resolutions, and collaborate with internal teams to ensure smooth onboarding and production readiness.

Qualifications

• Experience in customer support or related service environment.
• Proficiency with Microsoft Office and standard productivity apps.
• Strong troubleshooting and time-management skills.
• Excellent written and verbal communication.
• Ability to multitask with high attention to detail.
• Ability to work independently and in a team.

Responsibilities

• Serve as a primary point of contact for agents across application, certification, readiness, and production stages.
• Respond to agent inquiries through case management, chat, support sessions, and designated channels while meeting service-level and quality expectations.
• Research, troubleshoot, and resolve issues involving systems access, authentication, certification activities, platform navigation, operational processes, and program requirements.
• Maintain accurate and complete documentation of troubleshooting steps, findings, actions, and resolution details.
• Apply appropriate case classifications, priorities, statuses, and operational workflows.
• Escalate complex issues to appropriate internal teams while maintaining ownership and visibility through final resolution.
• Guide agents on how to navigate and utilize self-service tools and operational reference materials.
• Deliver clear, professional, and empathetic communication while establishing clear expectations and next steps.

Skills

Customer support

Troubleshooting

Communication

Time management

Analytical thinking

Tools

Case management systems

Knowledge management platforms

Job description

The hiring organization is seeking a full-time, remote Agent Support Specialist based in the United States to serve as a primary resource for independent contractor agents throughout onboarding, certification, readiness, and production. This role provides clear, timely, empathetic, and solution-oriented assistance to help agents navigate systems, tools, operational processes, and program requirements.

Key Responsibilities

• Serve as a primary point of contact for agents across application, certification, readiness, and production stages.
• Respond to agent inquiries through case management, chat, support sessions, and designated channels while meeting service-level and quality expectations.
• Research, troubleshoot, and resolve issues involving systems access, authentication, certification activities, platform navigation, operational processes, and program requirements.
• Maintain accurate and complete documentation of troubleshooting steps, findings, actions, and resolution details.
• Apply appropriate case classifications, priorities, statuses, and operational workflows.
• Escalate complex issues to appropriate internal teams while maintaining ownership and visibility through final resolution.
• Guide agents on how to navigate and utilize self-service tools and operational reference materials.
• Deliver clear, professional, and empathetic communication while establishing clear expectations and next steps.

Required Qualifications

• Professional experience in customer support, operations support, technical support, help desk, contact center, or a related service-focused environment.
• Proficiency with Microsoft Office and standard business productivity applications.
• 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 concepts into straightforward guidance.
• Demonstrated ability to prioritize multiple tasks with high attention to detail, accuracy, and timely follow-through.
• Sound judgment regarding when to resolve independently, conduct further research, elevate, or seek guidance.
• Ability to work independently while collaborating effectively in a team setting.

Preferred Qualifications

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