Call Center Support Specialist-Onsite

Sora Partners Inc•Orlando, FL

13h•Onsite

About The Position

The Call Center Support Specialist provides first-level technical support to customers, clients, and internal employees by phone, email, chat, and other approved communication platforms. The role is the first point of contact for technical issues, troubleshooting requests, and service inquiries. The specialist documents interactions, manages support tickets, escalates unresolved issues to appropriate technical teams, and handles requests according to company procedures and service-level expectations. The ideal candidate is customer-focused, detail-oriented, patient, and able to resolve technical issues efficiently while maintaining professionalism. The position includes customer communication and follow-up, basic remote troubleshooting, ticket management, collaboration and escalation, and meeting expectations for service quality and performance.

Requirements

High school diploma or equivalent.
Basic knowledge of computers, operating systems, networking, and common software applications.
Strong verbal and written communication skills.
Ability to troubleshoot technical issues and follow structured procedures.
Strong organizational skills and attention to detail.
Ability to manage multiple calls, tickets, and priorities in a fast-paced environment.
Professional telephone etiquette and a customer-service mindset.
Ability to work independently while collaborating effectively with a team.

Nice To Haves

Previous experience in customer service, call center operations, help desk support, or technical support.

Responsibilities

Answer incoming support calls and respond to customer inquiries professionally and promptly.
Provide technical assistance for hardware, software, network, connectivity, and system-related issues.
Explain troubleshooting steps clearly to customers with varying levels of technical knowledge.
Maintain a courteous, professional, and customer-focused approach during interactions.
Follow up with customers to confirm reported issues have been resolved.
Diagnose and resolve basic technical issues remotely through approved communication channels.
Assist with password resets, account access, software configuration, connectivity issues, and basic system troubleshooting.
Support POS systems, payment technology, peripherals, and related business applications when applicable.
Identify recurring technical issues and provide accurate information to support resolution.
Escalate complex issues to the appropriate technical support team or management.
Create, update, prioritize, and close support tickets in the designated ticketing system.
Record customer interactions, troubleshooting steps, resolutions, and follow-up activities accurately.
Ensure escalated tickets contain sufficient information for continued troubleshooting.
Monitor open tickets and follow up on outstanding requests within established SLAs.
Protect customer and account information and follow company data-security procedures.
Collaborate with field technicians, implementation teams, managers, and other departments to resolve customer issues.
Route issues requiring escalation promptly and communicate relevant updates to customers and internal stakeholders.
Participate in team meetings, training sessions, and process-improvement initiatives.
Follow established workflows, troubleshooting procedures, and service standards.
Meet expectations for call handling, ticket documentation, response times, and customer satisfaction.
Maintain reliable attendance, punctuality, and availability during scheduled working hours.
Take accountability for assigned tasks and follow through on customer requests.
Accept coaching and feedback and apply recommendations to improve performance.
Maintain current knowledge of supported products, systems, software, and troubleshooting procedures.