What are the responsibilities and job description for the Support Center Agent (34410) position at TCC Solutions?
TCC Solutions is looking for Support Center Agent who will review, triage, escalate, and potentially resolve customer inquiries. Support Center agents interact with client users and are required to maintain professional demeaner through ticket responses, phone calls, and email. Utilizing a client-based ticketing system, Support Center Agent will ensure tickets are set to the correct status and proactive follow-up occurs. The Support Center Agent will be trained in all the client specific processes and will, eventually, participate in testing new workflows to maintain working knowledge.
Duties and Responsibilities
• Work directly with customers to resolve a variety of issues such as resetting passwords, navigating through the system(s), creating new accounts for customers, troubleshooting or recreating reported issue, routing calls to the appropriate departments, escalating difficult issues to management, etc.
• Assist client users in all defined client processes in a professional manner.
• Interact with end-users with a positive and friendly manner as well as exhibit empathy in dealing with non-technical users
• Adapt to different customer interactions and situations as well as varying ticket volumes.
• Respond to and triage incoming tickets in a timely manner and respond to customers’ emails (when applicable).
• Serves as a liaison between customers and development support teams.
• Manages internal and external communications for clients via email, Teams and SharePoint as required.
• Maintain working knowledge of both TCC and client specific workflows, as well as any SOPs.
• Attends meetings as required.
Required Education and Experience
• High school diploma or equivalent (required)
• Associate or Bachelor’s degree (preferred)
• Proven ability to work independently, stay organized, and learn quickly
• Proficiency in Microsoft Office applications
• Strong troubleshooting skills
• Critical thinking ability and commitment to maintaining foundational knowledge
Preferred Experience
• Two years of phone and/or web-based support experience in a customer support environment
• Prior experience with support ticketing systems such as Jira
Work Environment
This is a remote position. Candidate must be available during the “core” work hours of 8:30 a.m. to 5:00p.m. EST. Occasional evening and weekend work may be required as job duties demand. Must pass background check and drug screening.