Job Title: Call Center Representative
Job Type: (Remote)
The Call Center Representative Technical Support / Help Desk is responsible for providing first-level technical assistance to customers and users through phone email chat and other support channels. This position diagnoses and resolves common hardware software account connectivity and application issues while delivering professional customer service and ensuring technical problems are documented and resolved within established service-level standards.
Answer inbound technical support calls and respond to customer support requests through phone email chat and ticketing systems.
Provide first-level technical support for hardware software applications account access and connectivity issues.
Troubleshoot common computer mobile device printer application and network problems.
Guide customers through step-by-step troubleshooting procedures in clear easy-to-understand language.
Diagnose technical issues by asking appropriate questions and gathering relevant information.
Verify customer identity account information device details and technical environment as required.
Assist users with password resets account access login issues and basic permissions-related problems.
Troubleshoot common Wi-Fi internet VPN email and connectivity issues.
Assist with software installation configuration updates and basic application troubleshooting.
Support operating systems browsers productivity applications and approved business software.
Create update and manage technical support tickets in the help desk or CRM system.
Accurately document symptoms troubleshooting steps solutions and unresolved issues.
Escalate complex technical problems to second-level support network teams system administrators application teams or other technical specialists.
Follow up on escalated incidents and communicate status updates to customers.
Meet established service-level agreements (SLAs) response times resolution targets and quality standards.
Maintain current knowledge of supported products applications systems and troubleshooting procedures.
Use knowledge bases technical documentation scripts and troubleshooting guides to resolve customer issues.
Identify recurring technical problems and report trends to supervisors or technical teams.
Assist with remote troubleshooting and remote-support tools when authorized.
Provide basic guidance on cybersecurity practices password security phishing awareness and safe technology usage.
Protect customer information credentials and other confidential data.
Follow IT support procedures security policies escalation protocols and quality standards.
Participate in technical training coaching and knowledge-sharing activities.
Assist with service improvement initiatives designed to increase first-call resolution and customer satisfaction.
High school diploma or equivalent required.
Associate degree or technical certification in Information Technology Computer Science or a related field preferred.
12 years of experience in technical support help desk call center customer service or a related role preferred.
Basic understanding of computers operating systems applications and networking.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to explain technical concepts to customers with different levels of technical knowledge.
Strong customer service and active listening skills.
Ability to remain calm and professional when handling frustrated customers.
Basic knowledge of Windows macOS mobile devices email browsers and common productivity applications.
Ability to work in a high-volume support environment and manage multiple priorities.
CompTIA A Network or similar technical certification.
ITIL Foundation certification.
Experience with help desk or IT service management platforms such as ServiceNow Zendesk Jira Service Management or Freshservice.
Experience with CRM and contact center platforms.
Knowledge of Active Directory or Microsoft Entra ID.
Experience troubleshooting Microsoft 365 applications.
Basic understanding of TCP/IP DNS DHCP VPN and Wi-Fi.
Experience with remote desktop and remote-support tools.
Experience supporting cloud-based applications and services.
Bilingual or multilingual communication skills where required.
Technical Support
Help Desk Support
Call Center Support
Troubleshooting
Incident Management
Customer Service
Active Listening
Problem Solving
Windows / macOS
Microsoft 365
Hardware & Software Support
Network Troubleshooting
Wi-Fi / VPN Support
Password & Account Support
CRM / Ticketing Systems
Remote Technical Support
Knowledge Base Management
Escalation Management
IT Service Management
First-Call Resolution
SLA Management
Technical Troubleshooting: Ability to diagnose and resolve common hardware software application and connectivity issues.
Customer Service: Ability to provide professional patient and customer-focused technical assistance.
Communication: Ability to explain technical instructions clearly and guide customers through troubleshooting steps.
Problem Solving: Ability to identify the likely cause of technical problems and apply appropriate solutions.
Active Listening: Ability to understand customer concerns by asking relevant questions and gathering accurate information.
Escalation Management: Ability to recognize issues requiring specialized support and provide complete technical information for effective escalation.
Documentation: Ability to accurately record incidents troubleshooting actions resolutions and customer interactions.
Time Management: Ability to handle high volumes of support requests while meeting response and resolution targets.
Security Awareness: Ability to protect customer information and follow security and authentication procedures.
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