Job Description:
Location: Haslet, TX
Salary: Negotiable
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.
- 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.
- 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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