Call Center Customer Service Professional - IV

Position: Call Center Customer Service Professional - IV
Location: Cary, North Carolina
Duration: Contract
Job ID: 176688

Job Overview:

We are seeking an experienced and dedicated Customer Support Specialist to join our fast-paced, 24/7/365 service operations team. In this role, you will serve as the critical bridge between our technology and our customers, utilizing your extensive experience to diagnose technical issues, educate users, and ensure swift, accurate resolutions.

Responsibilities:

• Inbound Diagnostics & Troubleshooting: Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.
• Outbound Resolution & Education: Proactively initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes.
• Strategic Escalation: Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime.
• Customer Communication: Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction.
  

• 7 to 10 years of proven experience in technical support, customer service, or a related service desk environment.
• Must be a US Citizen eligible to obtain and maintain a Public Trust clearance.
  

Our operations run 24/7/365. To support this, we operate on three primary shifts. Please note: All new hires will begin on the Day Shift for comprehensive training purposes and may be reassigned to other shifts based on business needs post-training.

• Day Shift: 7:30 AM - 3:30 PM
• Swing Shift: 3:30 PM - 12:00 AM
• Midnight Shift: 12:00 AM - 8:00 AM

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
• Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup.

Pay Range: $38hr - $40hr on w2

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at 1 214-740-2424. To report any concerns, please email us at legal@pinnacle1.com