Technical Support Representative

KEY RESPONSIBILITIES

1. Serve as the first point of contact for technical support in a high-volume call center environment
2. Troubleshoot and resolve hardware, software, and connectivity issues
3. Achieve defined performance metrics, including After Call Work (ACW), schedule adherence, and quality standards
4. Communicate technical solutions clearly to non-technical users
5. Document issues, resolutions, and interactions accurately
6. Use internal knowledge bases and tools to drive faster, more consistent resolutions
7. Manage time effectively in a metrics driven call center environment

CLIENT JOB DESCRIPTION (Original)

Overview

We are seeking a highly motivated and technically proficient professional to join our team in a high-volume, metrics-driven call center within the financial services industry. This role requires an individual who can balance strong technical troubleshooting capabilities with exceptional customer service skills in a fast-paced environment.

The ideal candidate will be comfortable handling a high volume of calls, meeting performance metrics, and delivering a seamless support experience to end users. Success in this role depends on the ability to quickly diagnose technical issues while maintaining professionalism, empathy, and clear communication with clients.