Field Support Representative

Answer incoming calls in a call center environment for Retail teams, internal employees, and external customers Make occasional outbound campaign calls Provide accurate answers regarding project questions, new hire issues, systems and application troubleshooting, materials tracking, time reporting, training course troubleshooting, and general procedures Listen to callers’ needs and provide helpful solutions De-escalate dissatisfied callers with patient assistance and support Collaborate with other Agents to improve customer service Guide callers through troubleshooting and navigating company sites, apps, and devices Complete material orders for various projects Accurately document calls in a call center database Maintain knowledge of retail store call procedures by occasionally working retail projects and resets in the field alongside a Retail Field Representative Complete assigned tasks Escalate project issues to Team Leads and/or People Leaders Requirements High School degree and/or equivalent experience in customer service, call center support, and/or the retail industry Telephone, interpersonal, and rapport-building skills Problem-solving and decision-making skills Strong written and verbal communication skills Active listening skills Time management and organizational skills Adaptability and flexibility Comfort working in a fast-paced environment Basic troubleshooting skills Microsoft Office applications, including PowerPoint, Excel, Teams, and SharePoint preferred Experience in BMC Helix and/or other call center databases preferred Steady internet connection and quiet workspace for remote workdays English is the primary language skill; bilingual skills may be required based on business necessity Ability to sit, stand, talk, hear, and use hands and fingers to operate computer peripherals Light to moderate lifting may be required Core Competencies Demonstrates strong customer service skills in a call center environment, effectively handling inquiries and troubleshooting issues while maintaining accurate documentation. Proficient in using call center databases and Microsoft Office applications to enhance operational efficiency. Highest-signal resume keywords Customer Service Call Center Support Problem-Solving Skills Microsoft Office Applications Active Listening Skills Hard Skills Basic Troubleshooting Skills Call Center Database Experience Time Reporting Materials Tracking Retail Store Call Procedures Soft Skills Interpersonal Skills Rapport-Building Skills Written Communication Skills Verbal Communication Skills Adaptability Industry Keywords Retail Industry Call Center Environment Customer Support Outbound Campaign Calls De-Escalation Techniques Tools & Technologies BMC Helix Microsoft PowerPoint Microsoft Excel Microsoft Teams Microsoft SharePoint #J-18808-Ljbffr Jobtailor