Customer Support Specialist - Empathetic Problem-Solver

GC Services Limited Partnership d/b/a InteLogix; El Paso (TX); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Paid Training

Medical, Dental, and Vision Insurance

Paid Time Off

Employee Discounts

Full-time, non-seasonal

Career Advancement

Job summary

InteLogix is seeking a customer support professional to assist users with exam scheduling and real-time troubleshooting. You will navigate multiple systems while delivering friendly, clear guidance to customers with varying technical knowledge.

The role requires at least one year in customer service, solid problem-solving skills, and a strong emphasis on empathy and professional communication. Training is provided, and full-time hours are offered in a supportive team setting.

Qualifications

• 18 years of age or older with a High School Diploma or GED.
• Tech-savvy with the ability to navigate multiple windows and tabs while delivering top-tier customer support over the phone
• Typing proficiency of 35 WPM with accuracy
• Minimum 1 year of customer service experience required; 2 years of call center experience preferred
• Excellent attendance, ensuring you're there when our customers need you
• Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.
• Ability to analyze customer issues, identify root causes, and determine appropriate solutions.
• Proven ability to apply logic and reasoning to resolve complex customer problems.
• Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely
• Ability to compose professional and grammatically correct email responses, both internally and externally as needed
• Demonstrated ability to actively listen to customer concerns and gather relevant information
• A genuine ability to empathize with customers and handle challenging conversations with poise and professionalism
• A strong commitment to providing outstanding customer service and exceeding customer expectations

Responsibilities

• Assist users with test scheduling, rescheduling, and general exam coordination
• Provide real-time troubleshooting for login issues, system access, and platform errors
• Ask probing questions to determine the root cause of the issue
• Clearly communicate technical information and troubleshooting steps to customers with varying levels of technical understanding
• Maintain accurate records of customer interactions, problem resolutions, and follow-up actions in the call log database
• Exercise patience, empathy, and active listening skills to understand and address customer needs and concerns
• Escalate complex issues to senior support staff or technical teams as needed
• Adhere to call center procedures, scripts, and quality standards

Skills

Customer service

Communication skills

Problem solving

Typing 35 WPM

Technical literacy

Education

High school diploma or GED

Job description

InteLogix is seeking a customer support professional to assist users with exam scheduling and real-time troubleshooting. You will navigate multiple systems while delivering friendly, clear guidance to customers with varying technical knowledge.

The role requires at least one year in customer service, solid problem-solving skills, and a strong emphasis on empathy and professional communication. Training is provided, and full-time hours are offered in a supportive team setting.