Entry-Level Technical Support Agent (Full-Time)
$29,120–$29,120 year
On-siteKilleen, Texas, United States
Job Summary
Handle inbound and outbound phone contacts to resolve technical support issues, sell new products and services, and ensure first call resolution. Research systems to find missing information, coordinate with departments to resolve complex issues, and accurately document customer claims. Utilize knowledge base and training to answer customer questions while following required scripts, policies, and procedures. Escalate unresolved issues to appropriate staff and managerial levels. Attend meetings and training to stay updated on program knowledge, systems, and processes. Comply with requirements surrounding confidential and personal information.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- 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
Desired Qualifications
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Additional Requirements
- Subject to the program and location of the position
- 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
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