Job Description

Job Summary

Our client is seeking a Call Center Customer Service Professional to join their team! This position is located in Cary, North Carolina.

Core Responsibilities

• Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems
• Managed outbound resolution and initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes
• Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime
• 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

Required Skills/Experience (Must-Haves)

• 7+ 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

Preferred Skills/Experience (Nice-to-Haves)

• Experience diagnosing technical issues
• Experience educating users
• Ability to ensure swift and accurate resolutions

Key Competencies & Behaviors

• Strong organizational skills
• Time management and multitasking abilities
• Active listener

Work Environment

• Location: Cary, North Carolina
• Hybrid (On-site Tuesday, Wednesday, Thursday | Work from Home Monday, Friday)
• Operations run 24/7/365. To support this, they operate on three primary shifts:
• Day Shift: 7:30 AM – 3:30 PM
• Swing Shift: 3:30 PM – 12:00 AM
• Midnight Shift: 12:00 AM – 8:00 AM

Compensation & Benefits

• Pay Range: The approximate pay range for this position is between $24.00 and $35.00 . Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About KellyMitchell

At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

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