Call Center Tech

Insight Global; Fort Worth (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

A multi-state retail organization is seeking a Call Center Technician to support store and corporate operations. In this role, you will be the first point of contact for inbound calls, assisting with troubleshooting, creating service tickets, and enhancing customer satisfaction. Qualified candidates should have experience in technical support, strong troubleshooting skills with Windows PCs and Microsoft 365, and be able to meet call center metrics. This includes operational support for IT applications and POS systems.

Qualifications

• Experience in call center, help desk, or technical support.
• Strong troubleshooting skills with Windows PCs and Microsoft 365.
• Experience with ticketing systems in retail or POS environments.

Responsibilities

• Serve as the first point of contact for inbound calls.
• Provide operational support for IT applications and POS systems.
• Meet established call center metrics and KPIs.

Skills

Troubleshooting skills

Call center experience

Microsoft 365

Customer support

Resilience

Job description

• May require 2nd shift, weekend and holiday work. (24X7 Support environment)
• Call center, help desk, or customer/technical support experience
• Strong troubleshooting skills with Windows PCs and Microsoft 365
• Experience with ticketing systems (retail or POS environments is a plus)
• Tenacious and Resilient---not afraid to ask questions that probe for understanding

Nice to Have Skills & Experience

• PoS support/troubleshooting (Verifone is a bonus)
• Experience with peripheral support i.e. receipt printers, pin pads, barcode scanners, cash drawers, signature pads

Job Description

We’re partnering with a multi‑state retail organization to hire a Call Center Technician to support store and corporate operations. This role serves as the first point of contact for inbound calls, helping troubleshoot issues, create service tickets, and elevate when needed. Support areas include IT applications, POS systems, fuel and pricing, maintenance requests, alarms, and other operational needs.

• Answer all inbound calls from Stores and corporate office staff, utilizing existing and approved scripting for call quality consistency
• Become proficient in operational support of retail systems infrastructure including point of sale, back office, credit, and fuel network
• Adhere to established call center metrics, standards, and procedures to ensure the delivery of high-quality customer service
• Strive to meet or exceed performance targets, including average handling time, first call resolution, customer satisfaction, interaction and ticket quality, and other key performance indicators (KPIs)
• Escalate complex or unresolved issues to appropriate IT support teams or higher-level technical specialists for further investigation and resolution