Overnight Call Center Technician

Position Summary: The Call Center Technician provides Tier 1 technical support, assisting customers with website access issues, browser troubleshooting, camera and audio setup, and other basic technical problems. This role demands excellent communication skills, a strong understanding of IT basics, and a commitment to customer satisfaction.

Key Responsibilities: 

• Answer inbound calls, emails, and chat requests promptly and professionally, ensuring a positive customer experience. 
• Troubleshoot and resolve technical issues related to website access, browser functionality, peripheral device configuration, and general IT inquiries. 
• Provide clear, step-by-step guidance to customers to resolve their issues, ensuring a high first-call resolution rate. 
• Maintain accurate and detailed records of customer interactions, resolutions, and follow-ups in the CRM system. 
• Participate in ongoing training and development sessions to stay updated on new technologies and troubleshooting techniques. 
• Meet or exceed performance metrics, including average handle time, customer satisfaction scores, and adherence to schedules. 
• Identify and escalate recurring technical issues to the PH Lead for further investigation and resolution. 

• High school diploma or equivalent; technical certification in IT support or related fields preferred. 
• Previous experience in technical support or customer service roles, with a focus on troubleshooting browser issues, camera issues, logon and security issues.  
• Strong communication, analytical, and problem-solving skills. 
• Familiarity with common web browsers, audio/video configurations, and basic IT concepts are required. 
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 
• Must have access to a reliable computer, a headset, and a stable high-speed internet connection suitable for calls and troubleshooting tasks.