What are the responsibilities and job description for the First Contact Technician IT support position at Centre Technologies?
Our Company Culture:
Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success. Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients. Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs.
Centre Company Benefits:
- Hybrid Work Options, Paid Time Off, and Paid Holidays
- Medical, Dental, Vision, and 401(k) with employer match contributions
- Stability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally
Position Summary
The First Contact Team (FCT) Technician serves as the first point of contact for customers seeking technical assistance and support. This role is responsible for answering inbound customer calls, gathering relevant information, documenting issues accurately, and creating service tickets within the ticketing system. The FCT Technician plays a critical role in delivering exceptional customer experience while ensuring requests are routed efficiently to the appropriate support resources.
This is an excellent entry-level opportunity for someone who enjoys helping people, has a passion for technology, and is interested in building a long-term career in Information Technology. Successful team members will gain exposure to IT operations, customer support processes, troubleshooting techniques, and service delivery best practices that can prepare them for future technical support roles.
Essential Duties and Responsibilities
- Answer inbound customer calls in a professional, friendly, and customer-focused manner.
- Create a positive first impression for every customer interaction
Effectively manage high call volumes while maintaining service quality standards.
Route calls appropriately based on established procedures.
Gather relevant information by asking thoughtful follow-up questions.
Accurately document customer issues, requests, symptoms, and business impact.
Create and categorize tickets within the ticketing system.
Ensure ticket notes are detailed, professional, and complete.
Follow established service desk procedures and documentation standards.
Participate in training, coaching, and quality improvement initiatives.
Required
High school diploma or equivalent.
Strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Professional phone presence and communication style.
Strong attention to detail and organizational skills.
Basic understanding of computer hardware, software, and common technology concepts.
Wants to build a career in Information Technology.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to type and document information accurately while speaking with customers.
Preferred
Previous customer service, call center, reception, hospitality, or service desk experience.
Familiarity with ticketing systems, CRMs, or PSA platforms.
Associate degree, technical certification, or coursework in Information Technology.
Work Environment and Physical Demands
- Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
- Occasional lifting (up to 50 pounds and occasionally lift and/or move up to 50 pounds) may be required
- Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role.
- The noise level in the work environment is moderate.
- Local travel ocassionally required