Description: Our client is currently seeking a Call Center Technician! This is a 3-month contract to hire opportunity and will be fully onsite in Fort Worth TX!
Opportunity:
The Call Center Technician will be responsible for handling inbound calls, documenting issues, creating service tickets, and providing basic troubleshooting for corporate and store locations. Calls will involve a variety of support needs, including alarm testing, fuel operations, maintenance, repairs, pricing, and hardware troubleshooting.
Responsibilities:
Answer inbound calls using standardized scripting for consistency and quality.
Provide customer support for IT, POS systems, CCTV, maintenance, repair issues, and alarm testing.
Support retail systems infrastructure, including point-of-sale, back-office, credit, and fuel networks.
Document issues accurately in the service ticketing system.
Use internal knowledge bases and collaborate with IT teams for troubleshooting.
Follow call center standards, ensuring high-quality customer service.
Meet performance targets, including call handling time, first-call resolution, and customer satisfaction.
Escalate unresolved issues to higher-level support teams as needed.
Work flexible hours, including after-hours, weekends, and holidays.
Qualifications:
Minimum 1 year of experience in customer service or technical support, preferably in an enterprise call center or IT support environment.
Strong technical aptitude with experience in Windows PCs, software applications, and hardware.
Proficiency in Microsoft 365.
Strong problem-solving and troubleshooting skills.
Ability to multitask and prioritize in a fast-paced environment.
Experience with ticketing systems like ServiceNow or Service Channel is a plus.
Willingness to work varying shifts, including weekends.
Experience with POS systems or enterprise retail software (e.g., PDI/Enterprise 8) is a plus.
Skills & Competencies:
High school diploma required; associate or bachelor's degree in an IT-related field is a plus.
Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
Active listening, empathy, and a customer-first approach to service.
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Contact: arobinson@judge.com
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