What Does a Customer Support Person Do?

What Does a Customer Support Person Do? And what are the Role, Skills, Qualities, and Challenges required:

What Are the Responsibilities of a Customer Support Person? 

A customer support person is the bridge between a business and its customers. Their core responsibilities include: 

• Answering inquiries via chat, phone, or email 
• Documenting issues and maintaining customer records 
• Troubleshooting problems related to products or services 
• Providing product guidance and onboarding support 
• Escalating complex issues to the appropriate departments 
• Contributing to product feedback and feature improvement  

What Skills Do You Need for Customer Support? 

Working in support is more than just answering calls. It demands a blend of soft and technical skills, including: 

Must-Have Soft Skills: 

• Empathy – Understand and relate to customer pain 
• Patience – Especially with confused or irate users 
• Communication – Clear verbal and written expression 
• Active listening – Picking up on both what’s said and unsaid 

Helpful Technical Skills: 

• Knowledge of CRM tools like Zendesk, Freshdesk, or Help Scout 
• Understanding of your product or service 
• Familiarity with ticketing systems and live chat software 

What Does a Customer Support Job Do?

At its core, a customer support job ensures customer satisfaction and retention. Day-to-day tasks vary by industry but typically involve: 

• Managing incoming requests 
• Creating support tickets 
• Tracking issue resolution timelines 
• Following up with customers 
• Reporting trends and issues to internal teams 

Support agents are also key to building trust and loyalty, which directly impacts business reputation and revenue. 

What Are the 7 Qualities of Good Customer Service?

Exceptional customer service is defined by these 7 core traits: 

• Empathy – Genuinely caring about the customer’s experience 
• Responsiveness – Quick answers and follow-ups 
• Knowledge – Deep understanding of the product/service 
• Adaptability – Handling unique and unexpected situations 
• Positive attitude – Staying calm, friendly, and helpful 
• Clear communication – No jargon, only clarity 
• Problem-solving ability – Fixing issues efficiently 

How Do You Handle Irate Customers?

Handling angry or upset customers is one of the most critical skills in support. 

Key Steps:

• Stay calm and don’t take it personally 
• Listen actively — let them vent if needed 
• Acknowledge their frustration — “I understand this must be really frustrating for you.” 
• Apologize sincerely — even if it’s not your fault 
• Offer a solution — or timeline to resolution 
• Follow up — to ensure satisfaction 

Tip: Use the HEARD technique – Hear, Empathize, Apologize, Resolve, Diagnose

Final Thoughts

Customer support is one of the most critical roles in any business. It shapes the first and lasting impression of your brand. 

At Ecom Pro Support Ltd, we don’t just offer software — we provide exceptional customer support to help businesses grow, retain customers, and build trust at scale. 

Let’s Talk – Free Strategy Call

About the Author 

Muhammad Hamid Nazir 

Co-Founder & CTO, Ecom Pro Support Ltd 

With over a decade of experience in business intelligence, data automation, and cloud solutions, Hamid helps brands and agencies unlock powerful insights through customized dashboards and real-time analytics tools.