We are seeking a Tier-1 Technical Support candidate with prior call center and customer service experience. The role supports call center agents as the first step before application support technicians, troubleshooting CB applications.
Key Responsibilities
Handle incoming calls and service tickets using pre-approved scripts/guides
Provide level 1 technical support for issues such as login problems, password resets, browser troubleshooting, and system access
Assist customers through basic troubleshooting steps
Escalate unresolved issues to higher-level support teams
Document customer interactions in the designated database
Participate in bi-weekly team meetings and contribute feedback for script improvements
Achieve performance and quality goals consistently
Transfer escalated issues to designated primary contacts
Qualifications:
Excellent reading, verbal, and written communication skills in Spanish; English proficiency preferred
Strong interpersonal skills
Basic technical aptitude and willingness to learn troubleshooting steps
Familiarity with various operating systems (Windows, Mac, Chrome, Firefox) and browsers
Comfort with databases, ticketing systems, and CRM platforms
Proficiency using computers (keyboard, mouse, copy-and-paste, multitasking)
We look forward to your application
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.
Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.