Technical Support Specialist

We’re looking to hire a Technical Support Specialist for a Contract-to-hire Position.

Role: Technical Support Specialist

Location: Fort Worth, TX 76177

Duration: 6 months, Contract to Hire

Role Overview

• The Call Center Technician is responsible for handling incoming calls, logging reported issues, creating service tickets, and performing initial troubleshooting for office and store locations. Common concerns include technology systems, fuel operations, maintenance, pricing, daily reporting, hardware, and other operational matters.

Key Responsibilities

• Call Handling: Respond to all incoming calls from retail locations and corporate staff using approved scripts to maintain consistency and quality.
• Customer Assistance: Deliver outstanding support by addressing inquiries and resolving issues related to IT systems, point-of-sale (POS), security cameras, store maintenance, repair requests, and scheduled alarm checks.
• System Knowledge: Develop expertise in the company’s retail technology infrastructure, including POS systems, back-office tools, payment processing, and fuel networks.
• Ticket Management: Accurately record interactions, problem details, troubleshooting steps, and resolutions in the designated ticketing platform to ensure proper documentation and collaboration across teams.
• Performance Standards: Follow established metrics and procedures to maintain high service quality. Aim to meet or exceed goals such as first-call resolution, handling time, customer satisfaction, and ticket accuracy.
• Escalation: Forward complex or unresolved issues to specialized technical teams when necessary. Some after-hours, weekend, or holiday coverage may be required.

Qualifications

• Prior experience in customer service or technical support, ideally in a call center setting.
• Solid understanding of Windows systems, software applications, hardware components, and networking basics. Familiarity with Microsoft 365 tools.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience with ticketing systems and remote support tools preferred.
• Flexibility to work shifts, including weekends, to support 24/7 operations.
• Comfortable using computer peripherals and input devices.
• Knowledge of POS systems and PDI/Enterprise 8 is a plus.