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Call Center Specialist

2 months ago

Norcross, United States Motion Recruitment Full time

If you enjoy helping others via the phone we have a contract opportunity in Norcross, GA that could be a match. The primary purpose of this role is to answer 20+ technical calls daily from customers (company/independently owned stores and employees) regarding company software, hardware, and network issues. The rep is responsible for receiving calls, finding resolution, and documentation.


Contract Duration: 6 months


Required Skills & Experience

  • 4 years of experience in a help desk/call center.
  • 1 year of experience with incident and problem-tracking service management software.
  • High school diploma or equivalent work experience required.
  • HDI certified (customer service, support center analyst, or desktop support technician)
  • TIL Foundations certified.
  • Microsoft Applications is required, and experience with O365 is a plus.
  • Proficient with Windows operating systems primarily Windows 7. Windows 8 and Windows 10 is a plus.
  • Experience with SQL commands and database manipulation. (BB Team)
  • Experience with automated call distributor phone systems.
  • Experience with knowledge-centered support (KCS) principles.
  • Familiarity with Linux Systems a plus.
  • Experience with mobile devices and mobile email. (Js Team)


What You Will Be Doing

Daily Responsibilities

  • Answers inbound technical questions from customers and gains understanding of each situation. Troubleshoots issues to find solutions and partners with customers to solve issues together. Confirms that the solution worked properly before ending the call. Escalates technical system situations to appropriate agents as required.
  • Ensures positive customer experience by de-escalating customer issues and concerns. Instructs customers on proper usage of the software and hardware. Acts as a customer advocate in addressing problems and resolving issues. It makes the customers confident that concerns will be taken care of properly and urgently.
  • Ensures prompt and accurate resolution of customer incidents with a high degree of ownership. Reports network events upon occurrence to leadership. Escalate phone calls if unable to resolve the issue until the problem is resolved to the caller's satisfaction. Notifies appropriate leadership of customer escalations and dissatisfaction promptly.
  • Follows ticket management policy as documented including, entering the required information into the system, selecting the right urgency level, and ensuring the proper team members are included in communications.