Support Center Agent (35213)

Duties and Responsibilities

• Work directly with customers to resolve a variety of issues such as resetting passwords, navigating through the system(s), creating new accounts for customers, troubleshooting or recreating reported issue, routing calls to the appropriate departments, escalating difficult issues to management, etc.
• Absorb and assist client users in all defined client processes in a professional manner.
• Interact with end-users with a positive and friendly manner as well as exhibit empathy in dealing with non-technical users.
• Adapt to different customer interactions and situations as well as varying ticket volumes.
• Respond to and triage incoming tickets in a timely manner and respond to customers’ emails (when applicable).
• Serve as a liaison between customers and development support teams.
• Manage internal and external communications for clients via email, Teams and SharePoint as required.

Qualifications

• Required Education and Experience: High school diploma or equivalent (required); Associate or Bachelor’s degree (preferred)
• Proven ability to work independently, stay organized, and learn quickly
• Proficiency in Microsoft Office applications
• Strong troubleshooting skills
• Critical thinking ability and commitment to maintaining foundational knowledge