The document describes 7 types of customer support agents: the Smooth Talker, Customer Advocate, Enthusiast, Mediator, Problem Solver, Stickler, and Jack of All Trades. Each type is defined by their key strengths and weaknesses in dealing with customer support issues. The document concludes by noting that not all agents have all skills, traits vary by industry, and the types were identified based on observed patterns in personality traits.

1. The 7 Types of
Customer Support Agents

2. Smooth Talker
•Perfect for managing a chaotic support team
•Excellent social skills
•Has a humorous streak
•Strives to serve others
•Strong organizational capabilities
•Extremely sensitive to
criticism
•Cannot work in isolation
•May appear too talkative
Strengths Weaknesses

3. •Great observers
•Attention for detail
•Empathetic towards customers
•Find out-of-the-box solutions
•Lifelong learners
•Will do anything to see customers happy
•Sensitive
•Perfectionistic
•Can burn out easily
Strengths Weaknesses
Customer Advocate

4. Observant
Curious
Excellent communicators
Energetic and enthusiastic
Popular and friendly
•Weak against stress
•Overthink things
•Independent to a fault
Strengths Weaknesses
Enthusiast

5. •Nonconforming team players
•Exceptionally competent
•Want to treat all customers and issues equally
•Prefers working alone
•Notorious Perfectionists
•Easily gets discouraged
Strengths Weaknesses
Mediator

6. •Independent thinking
•Logical yet creative problem-solving
•Ability to see patterns that are not obvious to
others
•Rank high in CSAT scores
•Are always in-the-know
•Inability to communicate
•Maybe impractical
•Lack of respect for others’
opinions
Strengths Weaknesses
Problem Solver

7. •Highly cooperative
•
•Friendly and outgoing
•Excellent caregivers
•Conscientious
•Take their responsibilities seriously
•Uncomfortable to change
•Vulnerable to criticism
•Natural tendency to want to
control everything
Strengths Weaknesses
Stickler

8. •
•Helpful and supportive
•Reliable and responsible
•Excellent practical skills
•Committed and loyal
•Imaginative and observant
•Unassertive of feelings
•Dislike criticism and
conflict
•Wears too many hats
Strengths Weaknesses
Jack Of All Trades

9. Not every customer support rep has all the listed skills. Remember, we don’t live in an ideal world?
We saw specific patterns in the personality traits. So we grouped them into 7 types of support reps.
The traits of a support rep that work for one industry might not work for another industry.
Disclaimer:

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