Call Center Specialist

Client Delivery Manager @ Encore Talent Solutions

About Encore Talent Solutions:

Encore Talent Solutions is a trusted professional services firm dedicated to helping organizations achieve their goals by providing exceptional talent solutions. We partner closely with our clients to understand their unique culture and operational needs, delivering proactive support during times of growth, transition, and change. Our mission is to connect top talent with meaningful opportunities to drive business success.

Call Center Support Specialist responsibilities include Responding to customer queries in a timely and accurate way via phone, email, or chat, identifying customer needs, and helping customers use specific POS features. The employee will maintain and create tickets for all calls and will be held accountable for maintaining SLAs set by management. This employee is at the front lines of support and will be required to investigate solutions to all issues that come through the support desk.

• Monitor and document Service Desk tickets and respond to user requests and incidents as received in Service Desk in a timely, effective manner according to SLAs set by management.
• Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution.
• Have a courteous, professional approach and attitude to work with all levels of management and personnel.
• Educate customers on policies and procedures.
• Investigate and coordinate resolution to user concerns. Provided IT relationship management support for all IT & customers.
• Identifies trends by tracking events and patterns of recurring problems and escalates to tier 3 or management to assist in identifying root causes and mitigate future issues surrounding the same structural problems.
• Serve as a point of contact and assist different groups in hands‑on work, including but not limited to Network, various workstation and site‑specific projects, telecommunications, server teams, and security teams.
• Support includes but is not limited to POS, and basic troubleshooting of IT‑related equipment.

• Multitask between assisting stores and corporate office users.
• Create and update KB articles.
• Ensure all customer follow‑ups are completed in a timely manner.

• Excellent listening, written, and verbal communication skills.
• Ability to problem‑solve in a fast‑paced environment with a solution‑focused attitude.
• Flexible in shift assignments and work environment
• Ability to follow up on tasks to completion with minimal supervision required.
• Proficiency in standard software programs.

• At least 1 year of experience in a Call Center or Help Desk environment.
• At least 1 year of troubleshooting IT‑related issues.
• General understanding of office and retail operations.

• Operates in both an office setting and within our retail operations.
• Routinely uses standard office equipment such as computers and phones.
• Walking, standing, sitting, listening, and talking on a wide variety and continual basis.
• Required to stand, walk, use hands and fingers, handle and feel, lift/carry up to 25 pounds, and reach with hands and arms.

• Must be authorized to work in the USA

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

• Associate

• Full‑time

• Customer Service and Information Technology

• Automation Machinery Manufacturing