Agent Support Specialist

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

Job summary

Swooped is seeking a remote Agent Support Specialist in the United States to serve as the primary resource for independent contractor agents through onboarding, certification, readiness, and production. You will provide timely, empathetic guidance to help agents navigate systems, tools, and program requirements.

The role emphasizes strong communication, problem-solving, and the ability to manage multiple tasks with high attention to detail.

Qualifications

• Experience in customer support, operations support, tech support, help desk, or related service environment.
• Strong written and verbal communication with ability to simplify complex concepts.
• Ability to manage multiple tasks with high attention to detail and timely follow-through.
• Proven problem-solving, troubleshooting, and analytical skills.
• Ability to work independently and collaborate effectively in a team.
• Strong judgment on when to resolve, escalate, or seek guidance.

Responsibilities

• Serve as primary contact for agents across onboarding, certification, readiness, and production stages.
• Respond to inquiries via case management, chat, and designated channels while meeting SLAs and quality standards.
• Research, troubleshoot, and resolve issues related to systems access, authentication, and processes.
• Maintain accurate documentation of troubleshooting steps, actions, and resolutions.
• Apply correct case classifications and operational workflows; escalate complex issues as needed.
• Guide agents on navigating self-service tools and reference materials.
• Deliver clear, professional, and empathetic communication with defined next steps.

Skills

Customer support

Operations support

Communication

Prioritization

Independent work

Team collaboration

Tools

MS Office

Case management platforms

Ticketing systems

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.