Technical Support Specialist

2 months ago

Raleigh, North Carolina, United States TEKsystems Full time

Job Title

ISP Support Technician

Key Competencies

Windows 10

Windows 7

Client Relations

Problem Solving

Competency Details

1. Proficient in Windows Operating Systems

2. Experience in Call Center Customer Relations

3. Ability to resolve connectivity issues

Position Overview

Deliver exceptional customer assistance for ISP partners in a dynamic 24/7 operational setting. Manage incoming calls, chats, and emails with professionalism, adhering to organizational and departmental standards. Aid clients in identifying and rectifying voice, data, video, and connectivity challenges while addressing inquiries to ensure a superior customer experience.

Core Responsibilities

* Handle incoming technical support inquiries via phone, chat, and email related to ISP partners.

* Engage with clients to offer additional solutions through product and service recommendations.

* Diagnose and resolve voice, data, video, and connectivity issues for customers.

* Identify and assist clients with various technical challenges.

* Respond to customer service inquiries effectively.

* Document each interaction thoroughly, providing detailed notes on the conversation.

* Offer support to fellow Technical Support Representatives as needed.

Work schedules will include a combination of first and second shifts, with all employees required to work on weekends post-training.

Employee Benefits

Enjoy a vibrant and relaxed workplace culture. Participate in regular contests and social events to foster a positive atmosphere. The workspace promotes collaboration with visible performance metrics. A designated employee lounge is available for breaks.


• Candidates must maintain a flexible schedule to accommodate any shift after completing the initial training period. As a 24/7 service center, evening and weekend shifts may be required.


• Commitment to a full training program is essential. Missing any training day may result in termination or rescheduling to a future class. Comprehensive training on all technical aspects of the role will be provided.


• Eligible for monthly performance bonuses starting at $350.


• Medical, Dental, and Vision benefits commence on the first of the month following employment.


• 401K plan available after three months of employment, including company matching.


• 15 days of paid time off annually, with an option to roll over unused hours.


• Once on payroll, employees can opt for overtime opportunities.

Work Environment

A casual and engaging inbound call center atmosphere. The workspace is open and collaborative, with the option to work remotely as long as performance metrics are met.

Reason for Hiring:

Due to a significant increase in demand following the onboarding of new partners, additional staff is required to manage call volumes effectively.

About TEKsystems:

We are partners in transformation, assisting clients in realizing ideas and solutions to seize new opportunities. Our team of 80,000 professionals collaborates with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As a leader in Full-Stack Technology Services and Talent Services, we work with forward-thinking leaders to drive meaningful change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.

The organization is an equal opportunity employer and welcomes all applications without regard to race, gender, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

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