Technical Call Center Specialist

Our client is a global company in the health and wellness space seeking a Technical Call Center Specialist to play a pivotal role in driving the success of the company’s customer service operations.

Salary/Hourly Rate:

$70k

Position Overview:

Our client is seeking a proactive, results-oriented Technical Call Center Specialist who will be responsible for managing, recording, and addressing customer inquiries, technical issues, and complaints, always aiming to achieve the highest level of customer satisfaction through your expertise. In this role, you will play an essential part in providing top-tier service.

Responsibilities of the Technical Call Center Specialist:

• Ensure prompt and complete resolution of customer issues, received via phone or email, by coordinating part-deliveries or arranging on-site visits by technical engineers.
• Process support requests from customers and initiate necessary part orders through the back office.
• Deliver exceptional customer satisfaction through high standards of technical assistance, balancing cost-effectiveness, service quality, and response speed.
• Collect and manage market product data to improve overall service quality.
• Gather feedback related to products and services for continuous improvement.
• Actively assist in reducing support costs by collaborating with CATs.
• Accurately document and manage incoming cases related to technical issues, inquiries, and complaints.
• Serve as the first point of contact for troubleshooting and escalating issues when necessary to meet customer service level agreements.
• Work closely with service teams to ensure issues are resolved quickly.
• Maintain accuracy in all records within internal systems.

Required Experience/Skills for the Technical Call Center Specialist:

• 1 – 3 years of experience in a call center or customer service role.
• Excellent verbal communication skills, including active listening.
• Solid understanding of customer service principles and best practices.
• Experience with CRM systems.
• Strong multitasking abilities, prioritization skills, and effective time management.

Education Requirements:

• High school diploma is required. Bachelor’s degree is preferred.

Benefits:

• Competitive comprehensive benefits package.

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As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO