Technical Customer Support Agent (Temporary)

Titan Technologies•Tallahassee, FL

3d•Remote

About The Position

TelaForce, a Titan Technologies company, is seeking temporary Technical Customer Support Agents to join our remote Call Center team. In this role, you will deliver general customer support (90%) and basic Tier 1 technical assistance (10%) to a diverse user base. Ideal candidates will bring exceptional customer service skills, technical proficiency, and the ability to multitask effectively in a fast-paced environment. Candidates must be willing to work 20 to 40 hours per week (depending on call volume) with flexible hours that may include weekends (8:00 am-4:30 pm CT), weekdays (6:00 am-8:00 pm CT) or holidays (as needed). All candidates must have the ability to work remotely so you must have dependable high-speed internet, a reliable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software, a headset with microphone that will connect to your computer, and a quiet area free from distractions where you can take calls.

Requirements

Proficient experience using Windows 7, 8, 10 and Microsoft Office products.
Proficient experience using & configuring web browsers and managing browser plug-ins.
Ability to pass employment background check and drug-screening.
Ability to pass Level 2 background check.
Dependable high-speed internet.
Reliable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software.
Headset with microphone that will connect to your computer.
A quiet area free from distractions where you can take calls.

Nice To Haves

1+ year of prior Call Center/Help Desk experience
1+ year of prior PC technical experience and/or training
Ability to type 45 WPM

Responsibilities

Under general supervision, provide non-technical and technical customer support to an end-user community supporting all applications, software and processes utilized by our clients.
Answer customer program questions, hardware/software issues, and troubleshoot browser and navigation issues.
Provide support to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues.
Address incidents and respond to users in accordance with agreed-upon procedures and Service Levels.
Interface with multiple levels of users, customers, supervisors, and management staff.
Receive client queries from multiple customers via phone, chat, e-mail or via web-enabled access.
Log incidents and service requests into the ticket-tracking system.
Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket-tracking system.
Provide troubleshooting and resolution via phone, e-mail or remote connectivity tools (when applicable).
Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e-mail regarding customer specific systems and criteria.
Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
Track the incident or service request activity to maximize timely completion.
Follow-up with clients to ascertain job satisfaction verbally or through e-mail.
Train new Help Desk Coordinators when needed.
Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request.
Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management.
Perform routine tasks and new assignments as assigned by the Contract Team Leads, Call Center Supervisors, or management.
Adhere to all customer, company, and departmental policies.