Entry-Level Technical Support Agent (Full-Time)

Position Overview

TECHNICAL SUPPORT AGENT (FULL-TIME). 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 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 as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential and personal information
• Escalate customer issues to the appropriate staff and managerial team for resolution as needed
• Attend meetings and training sessions and review new training material to stay current on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Required Qualifications

• Must be 18 years of age or older
• Education: High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The 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
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An 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
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build 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 that include cash bonuses and prizes ranging from electronics to dream vacations and even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, with additional benefit options varying by location.
• Retirement Savings: Secure your future with available retirement savings programs.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: Benefit from significant advancement opportunities through internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.