Contact Center Support Specialist

About the Role

A Contact Center Support Specialist serves as a subject-matter expert for frontline staff, delivers training and post-training support, maintains knowledge bases, recommends process improvements, and monitors inbound calls. The role also involves collaborating with other departments to resolve issues.

Responsibilities

• Provide subject-matter expert frontline support to Contact Center staff using all available resources.
• Monitor and promptly respond to Contact Center staff in designated chats.
• Handle escalated customer service situations or calls from customers, agents, and staff.
• Deliver training and post-training support for agents by presenting training material, answering questions, and monitoring training chats.
• Maintain knowledge bases and recommend process improvements by analyzing agent data for knowledge gaps and recurrence training in collaboration with the Contact Center Training Specialist.
• Liaise with internal stakeholders such as IT and HR.
• Review and process daily state tickets for customer callbacks and special-item processing to resolve outstanding issues.
• Interface with technical support (Help Desk) to escalate code-base or performance issues preventing ticket resolution, and assist with special projects from the Help Desk team.
• Monitor and manage state mailboxes for pending tasks and escalated customer requests.
• Monitor and review inbound phone calls taken by other Contact Center agents using call-grading forms, InContact call history, or live-call monitoring as requested by management.
• Train to support all states and all skills as outlined by Contact Center operational requirements.
• Perform other duties as assigned by Contact Center management, including accepting inbound customer calls.

Requirements

• Contact Center experience preferred.
• Strong critical-thinking skills.
• Ability and willingness to learn additional subject-matter expert skills.
• Computer and internet proficiency, professionalism, and strong written and verbal communication skills.
• Excellent customer service skills.

Schedule

40 hours per week, including evenings and weekends to support Contact Center operating hours.