Call Center Support Specialist-Onsite

Job Description

Job Description

Description:

The Call Center Support Specialist is responsible for providing first-level technical support to customers, clients, and internal employees by phone, email, chat, and other approved communication platforms. This role serves as the first point of contact for technical issues, troubleshooting requests, and service inquiries.

The ideal candidate is customer-focused, detail-oriented, patient, and capable of resolving technical issues efficiently while maintaining professionalism. The specialist will document all interactions, manage support tickets, escalate unresolved issues to the appropriate technical teams, and ensure requests are handled according to company procedures and service-level expectations.

Customer Support and Communication

• Answer incoming support calls and respond to customer inquiries in a professional and timely manner.
• Provide technical assistance to customers experiencing hardware, software, network, connectivity, and system-related issues.
• Communicate troubleshooting steps clearly to customers with varying levels of technical knowledge.
• Maintain a professional, courteous, and customer-focused attitude during all interactions.
• Follow up with customers to confirm that reported issues have been resolved

Technical Troubleshooting

• Diagnose and resolve basic technical issues remotely by phone or other approved communication channels.
• Assist with password resets, account access, software configuration, connectivity issues, and basic system troubleshooting.
• Support point-of-sale (POS) systems, payment technology, peripherals, and related business applications when applicable.
• Identify recurring technical issues and provide accurate information to support resolution.
• Escalate complex issues to the appropriate technical support team or management.

Ticket Management and Documentation

• Create, update, prioritize, and close support tickets in the designated ticketing system.
• Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and follow-up activities.
• Ensure tickets include sufficient information for other technical teams to continue troubleshooting when escalation is required.
• Monitor open tickets and follow up on outstanding requests within established service-level agreements (SLAs).
• Keep customer and account information confidential and follow company data-security procedures.

Team Collaboration and Escalation

• Collaborate with field technicians, implementation teams, managers, and other departments to resolve customer issues.
• Recognize when an issue requires escalation and route it to the appropriate team promptly.
• Communicate relevant updates to customers and internal stakeholders.
• Participate in team meetings, training sessions, and process-improvement initiatives.
• Follow established workflows, troubleshooting procedures, and company service standards.

Performance and Service Quality

• Meet established expectations for call handling, ticket documentation, response times, and customer satisfaction.
• Maintain reliable attendance, punctuality, and availability during scheduled working hours.
• Demonstrate accountability for assigned tasks and follow through on customer requests.
• Accept coaching and feedback and apply recommendations to improve performance.
• Maintain current knowledge of supported products, systems, software, and troubleshooting procedures.

• High school diploma or equivalent.
• Previous experience in customer service, call center operations, help desk support, or technical support preferred.
• Basic knowledge of computers, operating systems, networking, and common software applications.
• Strong verbal and written communication skills.
• Ability to troubleshoot technical issues and follow structured procedures.
• Strong organizational skills and attention to detail.
• Ability to manage multiple calls, tickets, and priorities in a fast-paced environment.
• Professional telephone etiquette and a customer-service mindset.
• Ability to work independently while collaborating effectively with a team.