Provide timely and effective technical support to call center staff for hardware, software, and network-related issues.
Install, configure, and maintain computer systems, telephony equipment, and other peripherals.
Monitor system performance and troubleshoot connectivity problems to minimize downtime and ensure seamless operations.
Onboard new call center agents, manage agent credential lockouts and resets.
Maintain Call Center thin client equipment and configurations and set up imports and export of calling tables for outbound calling campaigns as needed.
Manage Call Center headset inventory and equipment inventory.
Collaborate with other IT team members to implement upgrades and improvements to the call center's IT infrastructure.
Ensure data security and integrity by implementing and maintaining security protocols and performing regular system backups.
Maintain detailed records of technical issues and resolutions to assist in future problem-solving and continuous improvement efforts.
Administer Call Center ACD system configuration.
Assist in the delivery of training sessions for call center staff on new systems and technologies.

High School Diploma
Experience with telephony systems and call center software.
Strong knowledge of computer hardware, software, and network systems.
Excellent critical thinking skills and the ability to troubleshoot complex technical issues.
Effective communication skills with the ability to explain technical concepts to non-technical users.
Ability to work independently as well as part of a team in a demanding environment.
Able to work extended hours and work in a stressful environment.

Call Center Technician

Key skills