[Hiring] Support Center Agent @TCC Solutions

Role Description

TCC Solutions is looking for a 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 a professional demeanor through ticket responses, phone calls, and email. Utilizing a client-based ticketing system, the 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 issues, 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 in 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).
• Serve as a liaison between customers and development support teams.
• Manage 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.
• Attend meetings as required.

Qualifications

• 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 5:00 p.m. EST. Occasional evening and weekend work may be required as job duties demand. Must pass background check and drug screening.