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Call Center Technician
Call Center TechnicianThe Judge Group • Fort Worth, TX, United States
Call Center Technician

Call Center Technician

The Judge Group • Fort Worth, TX, United States
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Call Center Technician

Location : Onsite, 5 days / week

Schedule :

  • 1st Shift : 6 : 00 AM - 2 : 30 PM
  • 2nd Shift : 9 : 30 AM - 6 : 00 PM

About the Role

As a Call Center Technician , you'll be the first point of contact for IT Help Desk support across corporate and retail locations. You'll handle inbound calls, document issues, create service tickets, and perform basic troubleshooting for systems and hardware. This role ensures smooth operations for alarm testing, maintenance, repairs, pricing, and POS systems.

Responsibilities

  • Respond to inbound calls using standardized scripts and deliver high-quality support.
  • Log issues and create service tickets in the ticketing system.
  • Provide technical assistance for IT systems, POS, CCTV, alarms, and maintenance.
  • Troubleshoot retail systems including POS, back-office software, credit, and fuel networks.
  • Meet performance metrics such as first-call resolution and customer satisfaction.
  • Escalate unresolved issues promptly.
  • Follow call center and company standards consistently.

    • Minimum Qualifications

  • 1+ year of experience in customer service or IT technical support (call center preferred).
  • Familiarity with Windows PCs, Microsoft 365, and hardware troubleshooting.
  • Experience with ticketing systems (ServiceNow or Service Channel preferred).
  • Ability to work flexible schedules, including weekends and holidays.
  • Knowledge of POS systems and enterprise retail software (e.g., PDI / Enterprise 8) is a plus.

    • Preferred Skills

  • High school diploma required; associate or bachelor's degree in IT is a plus.
  • Strong communication skills to explain technical concepts clearly.
  • Excellent problem-solving, multitasking, and prioritization abilities.
  • Customer-focused mindset with active listening skills.
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    Call Center • Fort Worth, TX, United States

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