User Support Agent
- User Support Agent
- the role that is played when a person
in a
contact center
provides support to users
As illustrated in the preceding figure, User Support Agent is part of the following inheritance hierarchy:
The typical role-specific responsibilities of a User Support Agent are to:
- Plan user support tasks.
- Produce user support materials.
- Provide user account support.
- Provide user technical support.
- Resolve user complaints and comments.
User support agents typically inherit the
general role responsibilities from the
role method component.
To fulfill these responsibilities, a User Support Agent
typically should have the following expertise, training, and experience:
- Solid knowledge of the customer’s overall business enterprise and the relevant application(s).
- Deep knowledge of user support tasks, techniques, tools, and materials.
- Knowledge of organizational Customer Relationship Management (CRM) strategies and procedures
- CRM vendors and products.
- Contact Center Technologies:
- Automatic Call Distribution (ACD) components, features, configurations, vendors, and products.
- Call Sequencers and Uniform Call Distributors (UCD)
- Call Center Monitoring
- Public Switched Telephone Networks (PSTN)
- Local Exchange Carrier (LEC) Services
- Interexchange Carrier (IXC) Services
- Voice over IP (VoIP)
- Computer Telephony Integration (CTI)
- CTI Protocols including TAPI, TSAPI, CSTA, ECTF, and MVIP
- Interactive Voice Response (IVR)
- Automatic Speech Recognition (ISR)
- Skill-based routing
- E-mail Routing
- Excellent communications skills that can be used to communicate technical information with the
users of systems and software applications:
- Telephone skills.
- Email skills.
User support agents typically perform the following
role-specific tasks in an iterative,
incremental, parallel, and time-boxed manner:
User support agents typically inherit
common role tasks from the
role process component.
User support agents typically perform these tasks as members
of the following teams:
As members of these teams, user support agents typically
produce all or part of the following work products:
- This role is typically required if there will be a
contact center.
- This role typically inherits the
common team guidelines from the
roles process component.
