Contact Center Technical Support Representative
$15,080,000–$29,120,000 year
On-siteKilleen, Texas, United States
Killeen, Texas, United StatesOn-siteFull Time$15,080,000–$29,120,000 yearHigh School Or EquivalentLarge
Full TimeHigh School Or EquivalentLarge
Job Summary
Respond to technical support calls, emails, or chats from customers by troubleshooting hardware, software, and connectivity issues. Guide users through step-by-step solutions and product configurations, escalating unresolved problems to engineering teams as needed. Document all interactions and solutions in the ticketing system while maintaining up-to-date knowledge of products and system updates. Meet performance targets regarding resolution time, customer satisfaction, and accuracy. Fluent in English and Spanish with 1–2 years of contact center experience is required.
Required Qualifications
- Must be 18 years and older
- High school Diploma/GED
- 1–2 years of technical support or IT helpdesk experience in a contact center
- Strong knowledge of operating systems, browsers, and common software
- Excellent communication and customer service skills
- Fluent in English and Spanish
- Ability to explain technical concepts in simple terms
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Diploma or degree in IT, Computer Science
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint.
- Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
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