Job Title: Technical Call Center Support Specialist (Contract Position)

Job Description:

We are seeking a dedicated and knowledgeable Technical Call Center Support Specialist to join our team on a contract basis, providing crucial support to our field technicians. As a Technical Call Center Support Specialist, you will be responsible for assisting field technicians with technical issues, troubleshooting problems, and ensuring seamless communication between the field and the central support team.

Responsibilities:

1. Serve as the primary point of contact for field technicians, offering technical assistance and guidance via phone, email, or chat.
2. Troubleshoot and diagnose technical problems encountered by field technicians with various equipment, tools, or systems.
3. Provide step-by-step instructions and solutions to resolve technical issues promptly and effectively.
4. Collaborate closely with field technicians to understand the nature of their challenges and work towards rapid resolutions.
5. Escalate complex technical problems to higher-level support or relevant departments for further investigation and resolution.
6. Maintain accurate and detailed records of all interactions and solutions in the call center database.
7. Stay updated on the latest product knowledge, technical specifications, and company processes to support field technicians better.
8. Act as a bridge between field technicians and the central support team, ensuring open and efficient communication channels.
9. Proactively identify recurring technical issues and suggest process improvements to enhance field technician productivity.
10. Uphold a positive and supportive demeanor when dealing with field technicians, fostering a collaborative and problem-solving environment.

Requirements:

1. Proven experience as a Technical Call Center Support Specialist or a similar technical support role.
2. Strong technical aptitude and understanding of various equipment, tools, and systems used by field technicians.
3. Excellent communication skills, both verbal and written, with the ability to convey technical instructions clearly and concisely.
4. Patience and empathy to handle potentially high-stress situations and assist field technicians with varying levels of technical expertise.
5. Ability to multitask effectively, prioritizing urgent issues while maintaining attention to detail.
6. Familiarity with call center software, ticketing systems, and customer relationship management (CRM) tools.
7. Flexibility to work in a dynamic and fast-paced environment, adapting to changing priorities and demands.
8. High school diploma or equivalent; additional technical certifications or relevant education is a plus.