Job Title: Technical Call Center Support Specialist (Contract Position)
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.
- Serve as the primary point of contact for field technicians, offering technical assistance and guidance via phone, email, or chat.
- Troubleshoot and diagnose technical problems encountered by field technicians with various equipment, tools, or systems.
- Provide step-by-step instructions and solutions to resolve technical issues promptly and effectively.
- Collaborate closely with field technicians to understand the nature of their challenges and work towards rapid resolutions.
- Escalate complex technical problems to higher-level support or relevant departments for further investigation and resolution.
- Maintain accurate and detailed records of all interactions and solutions in the call center database.
- Stay updated on the latest product knowledge, technical specifications, and company processes to support field technicians better.
- Act as a bridge between field technicians and the central support team, ensuring open and efficient communication channels.
- Proactively identify recurring technical issues and suggest process improvements to enhance field technician productivity.
- Uphold a positive and supportive demeanor when dealing with field technicians, fostering a collaborative and problem-solving environment.
- Proven experience as a Technical Call Center Support Specialist or a similar technical support role.
- Strong technical aptitude and understanding of various equipment, tools, and systems used by field technicians.
- Excellent communication skills, both verbal and written, with the ability to convey technical instructions clearly and concisely.
- Patience and empathy to handle potentially high-stress situations and assist field technicians with varying levels of technical expertise.
- Ability to multitask effectively, prioritizing urgent issues while maintaining attention to detail.
- Familiarity with call center software, ticketing systems, and customer relationship management (CRM) tools.
- Flexibility to work in a dynamic and fast-paced environment, adapting to changing priorities and demands.
- High school diploma or equivalent; additional technical certifications or relevant education is a plus.