Contact Center Technician

Job Title: Contact Center Technician

Location: Hillsboro OR

How to apply: Send cover letter and resume to:

Closing date: Open until filled

About the Job:

The contact center technician is the direct point of contact for customers and MTI technicians to receive support on troubleshooting and project related questions. This entrylevel role is responsible for providing customer service and troubleshooting support over the phone through chat and through email to internal and external customers. They will also be assigned technician surveys to audit and ensure data submitted is complete and correct. They will also have tickets assigned to them to ensure they are completed successfully. This position provides hightouch personalized customer support to both internal and external partners and continually strives to exceed customer expectations regarding response time product knowledge effective problem resolution world class service and overall MTI operational knowledge.

Required Background and Skills:

High School Diploma or equivalent required

Previous customer service experience required preferably in a highvolume call center environment

Shows a passion for and is consistent in servicing internal and external customers

Demonstrated ability to multitask a must

Capable of learning MTIs products processes and organization

Ability to interact and interface effectively with all levels of internal and external customers

High energy motivated individuals who enjoy speaking on the phone and who are comfortable multitasking in a fastpaced environment will succeed at MTI!

Ability to communicate professionally by phone and email

Ability to effectively communicate technical information in nontechnical terms

Analytical and troubleshooting skills

Ability to effectively organize and maintain customer data

Knowledge of Microsoft office applications (preferred)

Experience diagnosing problems with software products (preferred)

Essential Duties and Responsibilities:

Fully understand all client/project specific elements of a project/program

Provide support for all MTI products

Provide support and guidance to MTI Technicians during service visits

Troubleshoot issues reported by customers and provide solutions

Answers incoming telephone calls emails and chat communication in a call center environment keeping a customer first mentality from engagement until conclusion

Combine field work needs from multiple sources and dispatch technician in most costeffective manner

Monitor Parts shipments to ensure all shipments are in time for visit completion

Escalates unresolved issues to appropriate departments

Additional responsibilities as defined by Manager or Supervisor.

Participates in oncall rotation to support customers afterhours and on weekends.

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 essential functions.

Ability to lift 25lbs on occasion

Sit for long periods of time

Bending

Reaching above head for items

Ability to use a computer and telephone system

Work Environment:

Temporarily Remote When in the office 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.

Typical office environment with average noise and lighting levels

Constant interruptions

EQUAL OPPORTUNITY EMPLOYER

Mobile Technologies Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or genetics. In addition to federal law requirements Mobile Technologies Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.