The primary job of a customer service representative is to address customer issues

and resolve them in a timely and efficient manner. Support reps interact with
customers on a variety of channels such as phone, email, and social media, and
ensure that all valid customer concerns are being dealt with immediately.

A customer support representative’s primary objective is to understand the

customer’s problem and troubleshoot it with an optimal and effective solution.

Customer support processes focus on short-term customer goals and do not directly
impact revenue and other long term objectives. Some highlights of their functions
are:

A customer support team’s underlying focus is on problem solving in the short term.
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Support roles generally fall under conflict resolution, responding to tickets,

answering phone calls from struggling customers, and responding to all customer
concerns.
Customer support is measured by factors like speed and quality of help received.
Some of the most important support metrics include average response time, first
call resolution, customer satisfaction rating and net promoter score..