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Become A Call Center Technician

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Working As A Call Center Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Call Center Technician Do At Kforce

* Handles incoming customer's service phone calls, provides appropriate information to callers in support of national emergency victims
* Answers incoming phone calls; provides accurate and appropriate information to callers
* Places outbound customer service calls, as required by client
* Completes call guides; gathers, enters, and verifies required information
* Attends telephone skills and program information training sessions; adheres to established levels of service
* Adheres to established customer service and documentation standards within required time frames
* Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation
* Performs clerical or administrative duties as assigned

What Does A Call Center Technician Do At Chenega Corporation

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)
* The STAC Call Center Technician should have impressive telephone etiquette, great communication and keyboard skills as well as the ability to work with others in a close manner.
* Must be able to deliver excellent customer service, externally and internally and have the ability to handle diverse people.
* Maintain a current technical and troubleshooting knowledge of DS security systems.
* Maintain progressive knowledge of the CMMS work flows and procedures.
* Must be available for shift work, including nights, holidays, and weekends
* Non
* Essential Duties:
* Other duties as assigned
* Supervisory Responsibilities:
* NONE

What Does A Call Center Technician Do At Amerihealth Caritas

* The Pharmacy Technician supports the organization’s mission and purpose by providing first-line customer support for our diverse portfolio of customers.
* This individual will be responsible for handling inbound inquiries from Members, pharmacies, and prescribers in its National Contact Center, maintaining the standard for service levels, including research of relevant issues; and meeting all performance standards required of the position.
* Analyze, evaluate and work to resolve customer inquiries and issues
* Interact with customers in a courteous and professional manner
* Effectively communicate issues and resolutions to customers and appropriate internal staff
* Use judgment and problem-solving skills to solve customer problems
* Use multiple screens of information simultaneously to address customer needs
* Follow processes according to contact center standards to ensure contact handling accuracy and operational effectiveness
* Use technology tools as directed and within established guidelines
* Adhere to precise work schedules, taking continuous phone calls for extended periods of time
* Answer prior authorization inquiries calls as well as research and resolve formulary and benefit issues
* Consistently meet established productivity, schedule adherence, and quality standards
* Performs other duties as assigned by management

What Does A Call Center Technician Do At Unitedhealth Group

Respond to complex customer calls Resolve customer service inquiries which could include: Benefit and Eligibility information Billing and Payment issues Customer material requests Physician assignments Authorization for treatment Explanation of Benefits (EOB) Provide excellent customer service Constantly meet established productivity, schedule adherence, and quality standards Applies knowledge / skills to activities that often vary from day to day Demonstrates a moderate level of knowledge and skills in own function Requires little assistance with standard and non-standard requests Solves routine problems on own Works with supervisor to solve more complex problems Prioritizes and organizes own work to meet agreed upon deadlines Works with others as part of a team Moderate work experience within own function Some work is completed without established procedures Basic tasks are completed without review by others Supervision / guidance is required for higher level tasks

What Does A Call Center Technician Do At Alorica

* Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
* Maintains and updates customer information as necessary
* Calmly attempts to resolve and de-escalate any issues
* Escalates calls to supervisor when necessary and appropriate
* Responds to requests for assistance and/or possible processing of credit card authorizations
* Tracks call-related information for auditing and reporting purposes
* Provides feedback reports on call issues related to downtime and/or training issues
* Upsells to customers as necessary
* WHY JOIN ALORICA?
* Every day, we aim to live up to our mission of creating insanely great customer experiences.
* But as Alorica employees, giving back matters just as much – that’s why we’re so proud of
* Making Lives Better with Alorica*, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.
* Simply put, we want to make lives better…one interaction at a time.
* And to do that, we need the very best people to join us.
* But please, allow us to entice you further! As an Alorica employee, you may receive:
* Paid training
* Flexible training schedules
* Medical and dental benefits
* Paid time off
* Paid holiday and sick time
* Retirement planning options (401(k))
* Employee discounts through client programs
* Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more.
* Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at /our/ best.
* So what do you say? Ready to take the next step

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How To Become A Call Center Technician

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Call Center Technician jobs

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Call Center Technician Career Paths

Call Center Technician
Computer Technician Technician Specialist
Account Manager
5 Yearsyrs
Call Center Representative Call Center Supervisor
Call Center Manager
6 Yearsyrs
Call Center Representative Specialist Program Manager
Chief Information Officer
11 Yearsyrs
Service Technician Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Call Center Supervisor Business Analyst Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Network Administrator Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Information Systems Technician Information Technology Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Technician Technical Support Specialist Information Technology Manager
Information Technology Director
10 Yearsyrs
Information Systems Technician Network Administrator Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Network Administrator Systems Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Computer Technician Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Office Manager General Manager Account Manager
Sales Account Manager
6 Yearsyrs
Office Manager Account Manager
Senior Account Manager
7 Yearsyrs
Technical Support Technician Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Call Center Supervisor Customer Care Representative Retail Sales Representative
Solutions Manager
8 Yearsyrs
Systems Administrator Information Technology Manager
Technical Services Manager
8 Yearsyrs
Service Technician Network Technician Information Technology Manager
Vice President Of Information Technology
12 Yearsyrs
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Call Center Technician Demographics

Gender

  • Male

    57.4%
  • Female

    41.1%
  • Unknown

    1.5%

Ethnicity

  • White

    80.3%
  • Hispanic or Latino

    11.2%
  • Asian

    6.6%
  • Unknown

    1.5%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    62.2%
  • French

    10.8%
  • Portuguese

    2.7%
  • Hungarian

    2.7%
  • Chinese

    2.7%
  • Vietnamese

    2.7%
  • German

    2.7%
  • Romanian

    2.7%
  • Japanese

    2.7%
  • Greek

    2.7%
  • Carrier

    2.7%
  • Hindi

    2.7%
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Call Center Technician

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Call Center Technician Education

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Real Call Center Technician Salaries

Job Title Company Location Start Date Salary
Manager, IT OMS, Call Center, and IVR Tractor Supply Company Brentwood, TN Mar 03, 2016 $130,000 -
$150,000
Manager, IT OMS, Call Center, and IVR Tractor Supply Company Brentwood, TN Dec 29, 2014 $130,000 -
$140,000
Systems Manager I, Call Center Technology Windstream Communications, Inc. Matthews, NC Jun 01, 2011 $102,508
Technical Assistance Center (TAC) Technician Idirect Inc. Herndon, VA Sep 05, 2010 $65,000
Sales Engineer/Voip/Call Center Technical Speciali Future Computing Solutions, LLC. Yorba Linda, CA Oct 15, 2010 $49,691
Technical Support-Call Center O.I. Corporation College Station, TX Aug 25, 2010 $40,679

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Top Skills for A Call Center Technician

CustomerServiceSkillsHardwareIssuesTroubleshootInternetExplorerPhoneCallsTechnicalSupportRemoteAccessTechnicalIssuesDesktopSupportInboundCallsCustomerSatisfactionAppleWindowsXPMacSetupCustomerSupportHighVolumeVPNDataEntryCallCenters

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Top Call Center Technician Skills

  1. Customer Service Skills
  2. Hardware Issues
  3. Troubleshoot
You can check out examples of real life uses of top skills on resumes here:
  • Implemented best admin practices and demonstrated good office management and customer service skills.
  • Analyzed software and hardware issues and created help desk tickets.
  • Performed troubleshooting of software configurations to resolve any system conflicts.
  • Helped clients with problems connecting with Internet Explorer.
  • Answer telephone calls to assist technicians encountering problems, verification of service restoration and resolution information.

Top Call Center Technician Employers

Call Center Technician Videos

The Call Center Technician

Life at a call center

Sample Call Tech Support

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