First-Line Tech Support Specialist

Sora Partners Inc; Orlando (FL); On-site; USD 36,000 - 60,000; Full time

Job summary

Sora Partners Inc. is seeking a Call Center Support Specialist to provide first-level technical assistance via phone, email, and chat. The role involves documenting interactions, managing tickets, and escalating complex issues to technical teams while maintaining a professional, customer-focused approach.

Ideal candidates are detail-oriented, patient, and capable of resolving issues efficiently, with strong communication skills and the ability to work collaboratively with cross-functional teams.

Qualifications

• Basic knowledge of computers, operating systems, networking, and common software applications.
• Strong verbal and written communication skills.
• Ability to troubleshoot technical issues and follow structured procedures.
• Professional telephone etiquette and a customer-service mindset.
• Ability to manage multiple calls, tickets, and priorities in a fast-paced environment.

Responsibilities

• Answer incoming support calls and respond to customer inquiries professionally and timely.
• Provide technical assistance for hardware, software, network, connectivity, and system issues.
• Document interactions and maintain accurate records in the ticketing system.
• Escalate complex issues to appropriate technical teams when needed.
• Collaborate with field technicians and other departments to resolve customer issues.
• Meet expectations for call handling, response times, and customer satisfaction.

Skills

Customer service

Communication

Troubleshooting

multitask management

Education

High school diploma or equivalent

Tools

Ticketing system

POS systems

Job description

Sora Partners Inc. is seeking a Call Center Support Specialist to provide first-level technical assistance via phone, email, and chat. The role involves documenting interactions, managing tickets, and escalating complex issues to technical teams while maintaining a professional, customer-focused approach.

Ideal candidates are detail-oriented, patient, and capable of resolving issues efficiently, with strong communication skills and the ability to work collaboratively with cross-functional teams.