IT Contact Center Rep I

About the role

Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success. Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients. Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs.

The First Contact Team (FCT) Technician serves as the first point of contact for customers seeking technical assistance and support. This role is responsible for answering inbound customer calls, gathering relevant information, documenting issues accurately, and creating service tickets within the ticketing system. The FCT Technician plays a critical role in delivering exceptional customer experience while ensuring requests are routed efficiently to the appropriate support resources. This is an excellent entry-level opportunity for someone who enjoys helping people, has a passion for technology, and is interested in building a long-term career in Information Technology. Successful team members will gain exposure to IT operations, customer support processes, troubleshooting techniques, and service delivery best practices that can prepare them for future technical support roles.

Responsibilities

• Answer inbound customer calls in a professional, friendly, and customer-focused manner.
• Create a positive first impression for every customer interaction.
• Effectively manage high call volumes while maintaining service quality standards.
• Route calls appropriately based on established procedures.
• Gather relevant information by asking thoughtful follow-up questions.
• Accurately document customer issues, requests, symptoms, and business impact.
• Create and categorize tickets within the ticketing system.
• Ensure ticket notes are detailed, professional, and complete.
• Follow established service desk procedures and documentation standards.
• Participate in training, coaching, and quality improvement initiatives.

Qualifications

• High school diploma or equivalent (required).
• Previous customer service, call center, reception, hospitality, or service desk experience (preferred).
• Familiarity with ticketing systems, CRMs, or PSA platforms (preferred).
• Associate degree, technical certification, or coursework in Information Technology (preferred).

Skills

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Professional phone presence and communication style.
• Strong attention to detail and organizational skills.
• Basic understanding of computer hardware, software, and common technology concepts.
• Ability to type and document information accurately while speaking with customers.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Desire to build a career in Information Technology.
• Familiarity with ticketing systems, CRMs, or PSA platforms.

Benefits

• Hybrid Work Options
• Paid Time Off
• Paid Holidays
• Medical, Dental, Vision coverage
• 401(k) with employer match contributions
• Stability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally