Contact Center Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver expert frontline assistance to Contact Center personnel by utilizing available resources.

• Supervise assigned chats and respond swiftly to inquiries from Contact Center staff.

• Manage escalated customer service incidents and handle calls from customers, agents, and staff.

• Present training materials, address training inquiries, and offer support following training sessions.

• Maintain and update knowledge bases while suggesting process enhancements based on agent data analysis.

• Collaborate with internal stakeholders, including IT and HR departments.

• Review and process daily State tickets for customer callbacks and special item handling.

• Report code-base and system performance issues to technical support and contribute to Help Desk special projects.

• Oversee and manage the state mailbox for outstanding tasks and escalated customer requests.

• Observe and evaluate inbound calls answered by Contact Center agents utilizing grading forms, InContact history, or live-call monitoring.

• Provide support across all states and skills required by Contact Center operations.

• Undertake additional responsibilities as assigned by Contact Center management, including answering inbound customer calls.

⛳️ Requirements

• Previous experience in a Contact Center is preferred.

• Strong critical thinking abilities.

• Willingness and capability to acquire additional subject matter expertise skills.

• Proficient computer and internet skills.

• Professional demeanor.

• Excellent written and verbal communication skills.

• Outstanding customer service abilities.

• Availability to work 40 hours per week, including evenings and weekends, to accommodate Contact Center operating hours.

🏝️ Benefits

• Competitive salary and potential for growth.

• Comprehensive benefits package.

• Supportive and collaborative work environment.