Sr Technical Contact Center Rep

Senior Technical Contact Center Representative

Required Skills & Experience: 10 years of experience in a call center environment, with a focus on triaging email inquiries and routing issues to the appropriate teams. Associate's degree preferred; equivalent years of relevant experience will be considered in lieu of formal education. Proven technical aptitude with the ability to quickly assess issues and determine the correct escalation path. Demonstrated ability to multitask effectively while maintaining accuracy and thoroughness in investigations. Excellent written and verbal communication skills, with a high level of professionalism and customer service orientation. Hands-on experience using CRM platforms, ideally Oracle, to manage and track customer interactions. Prior experience in the aviation industry, with familiarity in airline operations, maintenance workflows, or technical support environments.

Job Description: We are seeking a dedicated and detail-oriented Senior Technical Contact Center Representative to join our team in Middle River, MD. In this role, you will serve as the first point of contact for inbound calls and emails related to technical issues on aircraft, supporting approximately 30 different airline clients. A key responsibility will be to triage and route these technical issues to the appropriate internal technical teams, ensuring timely and accurate resolution.

Schedule: 12:30pm-9pm Mon-Fri

Compensation: $32/hr to $35/hr. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefits: Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.