Junior Call Center Technical Support Agent

Technical | Charlotte, NC

Job Type
Full-time

Description
Job Summary

TelWare is looking for tech-minded individuals for front-line call center support. This role will provide call center support services to clients with information technology-related issues including desktops, mobile devices, network services, and telephony equipment. Successful agents deliver first-class customer service by answering customer inquiries through a variety of methods including phone calls, web chat, SMS, and email.  Agents actively listen to their issues, build customer relations, troubleshoot and solve a variety of customer issues, and generate excitement for new solutions and products.

As a Junior Call Center Technical Support Agent of the Level One team, you will own and solve incoming customer inquiries and support cases covering the entire TelWare product portfolio, providing outstanding customer service while working with all TelWare teams.

Duties/Responsibilities 

  • Receive, manage, and assist with web-chat, SMS, email, and phone-initiated technical issues and inquiries.
  • Direct customers to the appropriate team to ensure customer satisfaction.
  • Research, respond to, and accurately resolve cases of moderate complexity, in a timely manner and in accordance with the Level One Team standards.
  • Evaluate, prioritize, and track support tickets – Escalate incidents to the appropriate team member when unable to resolve issues, monitoring the full life cycle of a ticket to ensure it gets completed.
  • Examples of Level One Team issues include:

Password resets
Printer issues
Basic Windows support
Phone system programming
Network troubleshooting
App assistance
Installing and removing software
VPN troubleshooting and assistance

  • General admin such as managing clients in service/CRM software, maintaining logs and time for support tickets, and documenting the hardware, networks, and equipment.
  • Communicate ongoing problems and issue resolutions to management and Engineering.
  • Perform other duties as assigned.

 

Required Skills/Abilities

  • Strong analytical and problem-solving skills.
  • Ability to master new skills quickly and efficiently.
  • Desire to learn and retain new information.
  • Ability to communicate effectively (both verbally and in writing).
  • Excellent organizational and interpersonal skills.
  • Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Must be willing to commute and work in the Charlotte, NC area (28213).

Education and Experience

  • General IT/Computer knowledge is required. (Can you build a computer? Do your grandparents call you for help with their iPhones?)
  • Entry Level Networking experience is a plus.
  • Working knowledge with a CRM is a plus.
  • BS/BA degree in Business, Accounting, Computer Science, or a related field is a plus.
  • Customer Service experience is a plus.
  • Call Center experience is a plus.
  • This position requires a passing score on the SSVVP® Certification test (course and associated tests will be supplied by TelWare and can be reviewed at the following weblink https://www.thesipschool.com/courses/view).

Physical Requirements 

  • Prolonged periods of sitting or standing at a desk and working on computers.
  • Must be able to lift 15 pounds at times.
  • Position does involve extended work hours, on-call, and occasional after hours.

1134365 | Junior Call Center Technical Support Agent