Technical Customer Support Agent (Temporary)

**\*\* SEEKING TEMPORARY, REMOTE, TECHNICAL CUSTOMER SUPPORT AGENTS \*\*** TelaForce, a Titan Technologies company, is seeking **temporary Technical Customer Support Agents** to join our **remote Call Center team**. In this role, you will deliver **general customer support (90%) and basic Tier 1 technical assistance (10%)** to a diverse user base. Ideal candidates will bring exceptional customer service skills, technical proficiency, and the ability to multitask effectively in a fast\-paced environment. Candidates must be willing to **work 20 to 40 hours per week** (depending on call volume) with flexible hours that may include weekends (8:00 am\-4:30 pm CT), weekdays (6:00 am\-8:00 pm CT) or holidays (as needed). All candidates must have the ability to work remotely so you must have dependable high\-speed internet, a reliable computer (Windows PC or Mac OS only) with the latest updates and anti\-virus/anti\-spyware software, a headset with microphone that will connect to your computer, and a quiet area free from distractions where you can take calls. **Duties \& Responsibilities:** Under general supervision, you will provide non\-technical and technical customer support to an end\-user community supporting all applications, software and processes utilized by our clients. This includes but is not limited to answering customer program questions, hardware/software issues, and troubleshooting browser and navigation issues. You will provide support to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues. All Technical Customer Support Agents will address incidents and respond to users in accordance with agreed\-upon procedures and Service Levels. You will interface with multiple levels of users, customers, supervisors, and management staff. * Receive client queries from multiple customers via phone, chat, e\-mail or via web\-enabled access. * Log incidents and service requests into the ticket\-tracking system. * Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket\-tracking system. * Provide troubleshooting and resolution via phone, e\-mail or remote connectivity tools *(when applicable)*. * Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e\-mail regarding customer specific systems and criteria. * Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary. * Track the incident or service request activity to maximize timely completion. * Follow\-up with clients to ascertain job satisfaction verbally or through e\-mail. * Train new Help Desk Coordinators when needed. * Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon