Support Line Agent (Pioneer Account/Company)

The Support Line Agent serves as an intermediate support layer within the Customer Experience team, providing real-time guidance to frontline agents, assisting with the resolution of complex customer issues, and ensuring consistent process execution. This role strengthens frontline decision-making, improves case quality, and reduces unnecessary escalations by serving as a structured support level before cases are routed to the Escalation Team when necessary.

Job Duties and Responsibilities:

• Provide real-time support to frontline agents through approved communication channels, answering process, system, and customer-handling questions in a timely and accurate manner.
• Act as the first structured support step for complex or unclear customer scenarios, helping agents investigate issues, determine next steps, and resolve cases when the issue falls within Support Line scope.
• Review support cases, identify root cause...