About the position
Responsibilities
• Take customer calls and respond to emails, providing accurate and satisfactory answers to queries and concerns
• Guide callers through troubleshooting processes, navigating the company website, or using products and services
• De-escalate situations involving dissatisfied customers with professionalism and patience
• Accurately document all service interactions within the designated call tracking system
• Support both technical and non-technical end users across a range of issues
• Escalate unresolved or advanced issues to the appropriate team or technician
• Collaborate with other call center professionals to continually improve service quality
• Maintain a calm and empathetic demeanor under pressure
• Deliver exceptional interpersonal, verbal, and written communication
Requirements
• Working knowledge of PC hardware configurations and troubleshooting
• Exceptional verbal and written communication skills
• Strong active listening and customer service abilities
• Ability to manage time effectively and stay organized
• Comfortable working in a fast-paced, structured call center environment
• Adaptability and flexibility during shifting priorities and user needs
• Familiarity with multi-line phone systems and professional phone etiquette
Nice-to-haves
• Associate degree in Information Technology or a related field
• 1+ years of experience supporting desktops, laptops, and printers in a production support center environment
• Prior experience handling 30-40 calls per shift in a large corporate help desk setting
• Experience with Active Directory (user management, password resets, etc.)
• Proven ability to deescalate high-tension situations in an enterprise or highly structured escalation environment
• Knowledge of Windows desktop operating systems (Windows 7, 8, 8.1, 10, 11)
• Demonstrated patience, empathy, and a user-first mindset in technical support roles
Benefits
• Cutting Edge Technology and Innovation
• Career Growth Opportunities
• Employee-Centric Environment
• Comprehensive Benefits Package
• Holiday and Vacation
Apply Now
Apply Now