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Customer Support Agent information

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How much do customer support agent jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for customer support agent in Delaware is $21.66, according to ZipRecruiter salary data. Most workers in this role earn between $18.03 and $24.04 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a customer support agent?

To thrive as a Customer Support Agent, you need strong problem-solving abilities, excellent verbal and written communication skills, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, help desk platforms, and ticketing systems is commonly required. Patience, empathy, and the ability to remain calm under pressure are essential soft skills for building rapport with customers and resolving issues effectively. These skills ensure customer satisfaction, efficient issue resolution, and foster loyalty in competitive service environments.

What is the difference between Customer Support Agent vs Customer Service Representative?

AspectCustomer Support AgentCustomer Service Representative
CredentialsHigh school diploma or equivalent; optional certifications in customer serviceHigh school diploma or equivalent; optional certifications in customer service
Work EnvironmentCall centers, online chat, email support, remote or on-siteCall centers, retail stores, online support, remote or on-site
Industry UsageCommon across tech, telecom, retail, and service industriesCommon across retail, banking, telecom, and service sectors
Search & Comparison IntentOften compared for similar roles in customer supportOften compared with customer support agents for role clarity

Customer Support Agents and Customer Service Representatives perform similar roles in assisting customers, resolving issues, and providing information. While their titles are often used interchangeably, some companies differentiate based on specific responsibilities or channels. Both roles typically require similar credentials and work environments, making them closely related in the customer service industry.

What does a customer support agent do?

A Customer Support Agent assists customers by answering questions, resolving issues, and providing guidance about products or services. They typically communicate with customers via phone, email, chat, or social media, ensuring a positive experience and swift resolution of problems. Their role may also include documenting interactions, escalating complex issues, and providing feedback to improve products or services. Effective communication, patience, and problem-solving skills are essential for success in this role.

How do I become a customer support agent?

To become a customer support agent, you typically need a high school diploma or equivalent, strong communication skills, and experience with customer service or related tools like CRM software. Many employers also value problem-solving abilities and patience, and some roles may require specific certifications or training programs. Entry-level positions often provide on-the-job training to develop necessary skills.

What are some common challenges faced by customer support agents, and how can they be managed effectively?

Customer Support Agents often encounter challenges such as handling difficult customers, managing high volumes of inquiries, and quickly learning new products or services. Effective communication skills, patience, and problem-solving abilities are essential for successfully navigating these situations. Many organizations provide training, knowledge bases, and team support to help agents manage stress and maintain high-quality service. Building strong relationships within the team and regularly sharing feedback can also help agents continuously improve and overcome daily challenges.
What are popular job titles related to Customer Support Agent jobs in Delaware? For Customer Support Agent jobs in Delaware, the most frequently searched job titles are:
What job categories do people searching Customer Support Agent jobs in Delaware look for? The top searched job categories for Customer Support Agent jobs in Delaware are:
What are popular job titles related to Customer Support Agent jobs in DE? For Customer Support Agent jobs in DE, the most frequently searched job titles are:
Customer Support Agent jobs near you
Infographic showing various Customer Support Agent job openings in Delaware as of July 2026, with employment types broken down into 1% Locum Tenens, 90% Full Time, 7% Part Time, and 2% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution, with an average salary of $45,063 per year, or $21.7 per hour.

Operational Support Agent, Facilities Services & Campus Planning

University of Delaware

Newark, DE • On-site

Full-time

Re-posted 11 days ago

University Of Delaware rating

5.7

Company rating: 5.7 out of 10

Based on 21 frontline employees who took The Breakroom Quiz

577th of 615 rated colleges and universities

Job description

Operational Support Agent, Facilities Services & Campus Planning
Job no: 503322
College / VP Area: VP Facilities Svcs/Camps Plang
Work type: Staff
Location: Newark, DE
Categories: Facilities Services and Campus Planning, Full Time
Schedule: Monday to Friday, 12pm - 8:30pm
Location: Newark, DE
Grade: 27N
CONTEXT OF THE JOB:
Under general supervision of the Customer Service Supervisor, provides customer service and operational support for Facilities Services & Campus Planning (FS&CP). The primary role is to interpret customer needs and process work requests and coordinate work activities of FS&CP departments such as M&O, Custodial, Grounds, and Movers. The incumbent also researches and provides information on a wide range of Facilities-related inquiries from customers, management, and staff. Independent judgment and discretion are required to resolve routine and non-routine issues.
This position is considered an essential position. When the University closes or opens late, the person in this position must work their full shift. Must have reliable means of transportation to ensure attendance during inclement weather conditions that may or may not result in a University closure. Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.
MAJOR RESPONSIBILITIES:
  • Communicate and interact effectively in a diverse University community of students, faculty, staff, mechanics, technicians, managers, visitors, contractors, and others.
  • Receive and process requests for service from the University community via phone, electronic forms, email, two-way radio, and walk-up customers.
  • Gather accurate, complete, pertinent information regarding service requests or other inquiries.
  • Monitor calls for maintenance emergencies such as power outages, gas leaks, floods, etc. Handle emergencies appropriately per Standard Operating Procedures (SOP) and use good judgment when emergent situations don't have SOP.
  • Use sound judgment and reference materials to determine the proper response. Dispatch technicians and/or call managers when appropriate.
  • Utilize Computerized Maintenance Management System (CMMS) to create work orders and enter pertinent information. Research CMMS data and provide information to customers or management as assigned.
  • Research Miss Utility (MU) locate requests, create work orders if appropriate, update the MU system and interface with requestors such as contractors and project managers.
  • Process Facilities Notification System (FNS) requests into notifications to the University community. Utilize FNS to stay abreast of projects that may cause customer calls.
  • Reconcile after-hours EM, Boiler Base, and Call-In logs into work orders or other appropriate summary for managers.
  • Monitor request for billing-related issues such as reimbursable work, RFS requirements, purpose codes and labor/material charges as they pertain to FREAS response and work orders.
  • Write, review, and/or update SOPs and other documentation.
  • Performs lead role on a primary function such as trainer; contact & reference administrator; Customer Response Matrix (CRM) administrator.
  • Performs support role on primary functions not assigned as the lead.
  • Provides other operational support such as staffing the UDPD Command Post for events such as football games and Commencement.
  • Creates and/or reviews, then publishes notification requests and updates in the Facilities Notification System (Creator-level system privileges). Communicates with requestors and customers as needed to ensure accurate and properly disseminated information.
  • Provides input for recruitment and initial 90-day assessment of the office's miscellaneous wage, work study, and regular student workers.
  • Perform other job-related duties as assigned.

QUALIFICATIONS:
  • Minimum of a high school diploma or GED with three years of related experience, or equivalent combination of education and experience. Experience in a dispatching center or call center is a plus.
  • Strong verbal communication skills including the ability to speak with people from diverse backgrounds.
  • Excellent customer service, public relations, interpersonal, and written communications skills.
  • Effective organizational and memory skills to cope with periods of high call volume.
  • Effective business writing skills to summarize problems and updates to a wide constituency.
  • Excellent data entry skills, attention to detail, and commitment to accuracy.
  • Ability to handle stressful periods such as maintenance emergencies, high profile events, or high call volume.
  • Ability to adapt to ad hoc changes as well as recurring SOP revisions and changes.
  • Ability to prioritize and multi-task.
  • Independent judgment and decision-making skills.
  • Intermediate computer skills, with emphasis on searching functions in all types of business software (CMMS, email, internet, spreadsheets, all formats of documents, etc.). Ability to use basic summary/analysis spreadsheet functions. MAXIMO CMMS experience is a plus.
  • Ability to interpret University policies and applicable regulations and anticipate, evaluate and take appropriate action to resolve problems that impact service delivery preferred.
  • Basic knowledge of trades and tools, or able to quickly learn through self-training on-the-job.
  • Ability to enter critical data during phone conversations.
  • Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
  • Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.

SPECIAL REQUIREMENTS:
  • Must possess a valid driver's license and have regular access to a reliable means of transportation.
  • Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.

Notice of Non-Discrimination and Equal Opportunity
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VI and VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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