Agent Support Specialist

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

We are seeking an Agent Support Specialist who puts the agent experience at the center of every interaction. This role serves as a primary resource for independent contractor agents throughout onboarding, certification, readiness, and production, helping them navigate systems, tools, program requirements, and operational processes through clear, timely, empathetic, and solution-oriented support.

The Qualifications We’re Looking For

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

Preferred Qualifications

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

The Competencies You Bring

The Value You Deliver

• 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.

Case Management & Chat Support

• 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.

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com .