Contact Center SME & Training Champion

Brandt Information Services; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

Brandt Information Services in the United States is seeking a Contact Center Support Specialist to provide subject matter expert support to frontline staff. You will train and support agents, maintain knowledge bases, and collaborate with IT, HR, and management to resolve issues.

The role focuses on monitoring calls, handling escalations, and guiding training materials. Candidates should have call center experience, strong written and verbal communication, and a commitment to delivering

Qualifications

• Contact Center experience preferred.
• Critical thinking.
• Ability and willingness to learn additional subject matter expert skills.
• Computer and internet skills, professionalism, strong written and verbal communication skills.
• Great customer service skills.
• Ability to work 40 hours per week, to include evenings and weekends to support Contact Center operating hours.

Responsibilities

• Provide subject matter expert frontline support to Contact Center staff by utilizing all available resources.
• Monitoring and prompt responses to Contact Center staff in designated chats.
• Handle escalated customer service situations or calls from customers, agents, and staff.
• Training and post-training support for agents by presenting training material, answering training questions, and monitoring training chats.
• Maintain knowledge bases and recommend process improvement changes by analyzing agent data for knowledge improvement and recurrence training in collaboration with the Contact Center Training Specialist
• Liaise with internal stakeholders (IT, HR, etc).
• Reviewing and processing daily State tickets for customer call backs, and special item processing to resolve outstanding customer service issues.
• Interface with technical support (Help Desk) to accelerate code base issues and/or performance issues in system preventing ticket resolution via agents or customers, to include assisting with special projects from Help Desk team in collaboration with Contact Center management.
• Monitor and manage state mailbox for pending tasks and escalated customer requests.
• Monitoring/reviewing inbound phone calls taken by other Contact Center agents utilizing call grading forms, InContact call history, or live-call monitoring support as requested by Contact Center management.
• Trained to support all state(s) and all skills as outlined by Contact Center operation requirements.
• Other responsibilities or additional duties as assigned by Contact Center management, to include but not limited to assisting in accepting inbound phone calls from customers.

Skills

Critical thinking

Excellent communication

Customer service

Willingness to learn

Team collaboration

Job description

Brandt Information Services in the United States is seeking a Contact Center Support Specialist to provide subject matter expert support to frontline staff. You will train and support agents, maintain knowledge bases, and collaborate with IT, HR, and management to resolve issues.

The role focuses on monitoring calls, handling escalations, and guiding training materials. Candidates should have call center experience, strong written and verbal communication, and a commitment to delivering