IT Contact Center Rep I

Centre Technologies; Tulsa (OK); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work options

Medical, Dental, Vision

401(k) with employer match

Job summary

Centre Technologies is expanding and seeks an entry-level First Contact Team (FCT) Technician in Tulsa. You will be the first point of contact, handling inbound calls, gathering details, and creating service tickets to route issues efficiently.

The role offers growth into IT operations and customer support processes. Candidates should have a high school diploma, strong communication, and a passion for technology within a collaborative team.

Qualifications

• Must have strong verbal and written communication.
• Ability to handle high call volumes while maintaining quality.
• Basic understanding of computer hardware, software, and IT concepts.

Responsibilities

• Answer inbound customer calls in a professional, friendly manner.
• Document issues and create service tickets in the ticketing system.
• Route requests to appropriate resources following procedures.
• Gather information with thoughtful follow-up questions and ensure accurate notes.

Skills

Customer service

Communication skills

Phone etiquette

Attention to detail

Typing

Team player

Education

High school diploma or equivalent

Associate degree or IT coursework

Tools

Ticketing system

CRM

PSA platforms

Job description

We are excited to announce we are expanding and looking to grow our team with a new First Contact Team (FCT) Technician!

Our Company Culture

Our diverse workforce allows Centre to develop and leverage knowledge, skills, and experiences that impact our overall success. Within our collaborative environment, our team of consultants work to identify innovative solutions for our clients. Together, we guide our clients through the process of selecting, deploying, and managing IT solutions tailored to their specific business needs.

Centre Company Benefits

• Hybrid Work Options, Paid Time Off, and Paid Holidays
• Medical, Dental, Vision, and 401(k) with employer match contributions
• Stability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally

Position Summary

The First Contact Team (FCT) Technician serves as the first point of contact for customers seeking technical assistance and support. This role is responsible for answering inbound customer calls, gathering relevant information, documenting issues accurately, and creating service tickets within the ticketing system. The FCT Technician plays a critical role in delivering exceptional customer experience while ensuring requests are routed efficiently to the appropriate support resources.

This is an excellent entry-level opportunity for someone who enjoys helping people, has a passion for technology, and is interested in building a long-term career in Information Technology. Successful team members will gain exposure to IT operations, customer support processes, troubleshooting techniques, and service delivery best practices that can prepare them for future technical support roles.

Essential Duties and Responsibilities

• Answer inbound customer calls in a professional, friendly, and customer-focused manner.
• Create a positive first impression for every customer interaction.
• Effectively manage high call volumes while maintaining service quality standards.
• Route calls appropriately based on established procedures.
• Gather relevant information by asking thoughtful follow-up questions.
• Accurately document customer issues, requests, symptoms, and business impact.
• Create and categorize tickets within the ticketing system.
• Ensure ticket notes are detailed, professional, and complete.
• Follow established service desk procedures and documentation standards.
• Participate in training, coaching, and quality improvement initiatives.

Education/Experience Qualifications

Required

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Professional phone presence and communication style.
• Strong attention to detail and organizational skills.
• Basic understanding of computer hardware, software, and common technology concepts.
• Ability to type and document information accurately while speaking with customers.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Wants to build a career in Information Technology.

Preferred

• Previous customer service, call center, reception, hospitality, or service desk experience.
• Familiarity with ticketing systems, CRMs, or PSA platforms.
• Associate degree, technical certification, or coursework in Information Technology.