Contact Center Customer Service: Technical

Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolutionThis position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environmentSpecialization Match Note: Incumbents matching to this specialization are typically considered tier-one support. Incumbents who provide tier-two support should be matched to Field Service Engineering. For tier-three support please consider matching to Technical Support Engineering (High Tech).

Entry to developing level professional with little or no prior experience required. Applies a broad theoretical job knowledge typically obtained through advanced education. Work is closely supervised. Works to deliver day-to-day objectives with limited impact on achievement of results for the job area. Explains facts, policies and practices related to job area. Problems faced are not typically difficult or complex.