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Customer Support Agent

  • Location: Irving, 75062
  • Job Type:Contract

Posted 4 months ago

Our client is seeking Customer Support Agent for remote contract opportunity. 

Position Summary: Our client is currently recruiting for Customer Support Agent. We are seeking candidates who enjoy a fast paced, high energy, social environment, and prefer to be in a challenging yet rewarding role. This position reports to the Supervisor, Customer Support.

  1. Customer Support Agent is responsible for providing excellent service to our retail and online customers. This ideal candidate has a strong customer mindset, enjoys customer interaction and resolving issues or questions with a smile.

Duties and Responsibilities:

  • Provide technical support and handle all incoming inquiries from both internal and external customers.
  • Respond and resolve customer requests through any customer channel.
  • Perform technical troubleshooting - diagnose hardware or software issues.
  • Provides recommendations on process improvements based on recurring themes.
  • Implement required solutions.
  • Engage with customers and escalate issues promptly if/when necessary.
  • Stays current with product offerings/changes including state regulations/requirements.
  • Creates concise tickets for every reported issue/inquiry.
  • Always safeguard confidential and sensitive information.
  • Complete all required compliance training and comply with all required regulatory requirements.
  • Participate in flexible work schedules and on-call rotation.
  • Assist customers with inbound calls or emails.

Minimum Qualifications:

  • High school education or equivalent required.
  • 1 year preferred or equivalent work experience of 1st level call center or 1 year work experience related working in a customer care environment.
  • Must be proficient with computer usage and be able to accurately enter data and notes.
  • Experience documenting incoming calls via computer applications is preferred.
  • Working knowing of computer or printer hardware peripherals is a plus.
  • Experience working in an client retail store or online product knowledge is a plus.
  • Open to work flexible hours and on-call rotation.

Knowledge & Skills:

  • Ideal candidates will be enthusiastic and excited about providing outstanding customer service, while having the ability to exhibit patience and personal ethics in daily work.
  • Must have strong oral and written communication skills, able to always communicate professionally.
  • Possesses a strong customer mindset and dedicated to service excellence.
  • Candidates should have good organizational skills and be able to multi-task at a high level.


Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.
  • While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear.
  • The employee must occasionally lift and/or move up to 50 lbs.
  • Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.


Position Type/Expected Hours of Work: This is a full-time position. Days of work will vary; Saturday shift is required with 1 weekday off Monday through Friday. The working hours will vary between 11:00 a.m.to 9:30 p.m. Each shift will be 8 hours with 2 scheduled 15-minute breaks and a scheduled 30-minute lunch. Workdays and hours are subject to change.

Travel:

  • No travel required for this position.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in some work environments can be moderate.

 

 

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see MatrixRes.com/Benefits for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.