Technical Support Agent (Hiring Immediately)

Position Overview

TECHNICAL SUPPORT REPRESENTATIVE
As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate. There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone. This is an entry-level position that offers on-the-job paid training. While prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back-office support is a plus. Candidates should be highly reliable, have excellent communication skills, and be willing to constantly learn on the job. To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Key Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information and coordinate with other departments to resolve issues as needed
• Accurately document and process customer claims in appropriate systems
• Utilize the knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal data
• Escalate customer issues to the appropriate staff or management for resolution as needed
• Attend meetings and training sessions to stay up-to-date on program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Required Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of the Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment with frequent change and ambiguity
• Excellent interpersonal skills and the ability to build strong relationships with team members and customers

Preferred Qualifications

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

Benefits & Perks

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage available after designated periods.
• Retirement Savings: Secure your future with retirement savings programs.
• Disability Insurance: Short-term disability coverage to help protect you during unexpected challenges.
• Life Insurance: Options available to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness coverage provided.
• Career Growth: Opportunities for internal promotions and professional development.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration.
• Casual Dress Code: Work comfortably in a relaxed environment.