Technical Customer Experience Specialist

Talentify; Vienna (VA); On-site; USD 36,000 - 54,000; Full time

Job summary

ITCON Services is seeking seasoned Customer Service Representatives to join our fast-paced contact center. You will handle a high volume of inbound calls, resolve inquiries using CRM and KM tools, and document interactions accurately.

We value problem-solvers who communicate with empathy, follow scripts while tailoring support, and protect sensitive information. Bilingual skills a plus; English required.

Qualifications

• Minimum of 2 years of experience in a call center or customer service.
• High School Diploma or GED required.
• Proficiency in English (Spanish or other language skills are a plus).
• Strong verbal communication skills with active listening and empathy.
• Experience using CRM systems and KM tools.
• Ability to follow structured procedures and scripts while adapting to customer needs.
• Discretion handling sensitive information.
• Proven problem-solving and research skills with attention to detail.
• Comfortable with computers, navigating multiple applications, and data entry.
• Ability to stay calm and professional in high-pressure situations.

Responsibilities

• Manage a high volume of inbound calls in a fast-paced contact center.
• Identify, understand, and resolve customer inquiries using CRM and KM systems.
• Build trust and maintain relationships through professional communication.
• Use active listening to clarify needs and ensure full issue resolution.
• Follow scripts while personalizing support as appropriate.
• Document customer interactions thoroughly in CRM with key details.
• Triage calls and decide to resolve, escalate, or transfer as needed.
• Verify customer identity and protect sensitive information per privacy policies.
• Provide tele-interpreter services or warm transfers when needed.
• Assist in service recovery and de-escalation to maintain satisfaction.
• Keep KM tool knowledge up to date and support leadership initiatives.

Skills

Active listening

Verbal communication

Empathy

Problem solving

Attention to detail

English proficiency

Education

High School Diploma or GED

Tools

CRM systems

Knowledge Management tools

Salesforce familiarity

Job description

ITCON Services is seeking seasoned Customer Service Representatives to join our fast-paced contact center. You will handle a high volume of inbound calls, resolve inquiries using CRM and KM tools, and document interactions accurately.

We value problem-solvers who communicate with empathy, follow scripts while tailoring support, and protect sensitive information. Bilingual skills a plus; English required.