Remote Agent Onboarding & 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

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.