Technical Support Agent at TEKsystems Winter Park, FL

Downtown Boulder Partnership; Winter Park (FL); Hybrid; USD 32,000 - 42,000; Full time

Job summary

TEKsystems is seeking a Technical Support Agent in Winter Park, FL. This entry‑level role provides first‑level technical assistance to faculty, students, staff, and education affiliates using computers and online platforms.

The position operates in a fast‑paced call center, with a hybrid work setup combining remote work and on‑campus requirements. Responsibilities include handling calls, emails, tickets, and chats; maintaining professional communication; and aiming for first‑call resolutions

Qualifications

• Tier I support experience required.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving ability.
• Ability to multitask across multiple systems and channels.

Responsibilities

• Engage with end‑users by answering phone calls, responding to cases/tickets, emails, chat messages, and meetings.
• Maintain a polite, professional, empathetic tone in all communications.
• Gather information, ask appropriate questions, and multitask across systems and call‑center applications.
• Maintain knowledge of systems, sites, tools, and resources and assist with hardware/software installation.
• Aim for a one‑call resolution by analyzing problems to determine the quickest solution.
• Collaborate with teams; route calls to appropriate groups and document troubleshooting steps.
• Maintain detailed records of daily interactions, installation activities, issues, and solutions.
• Work independently and as part of a team; support leadership in prioritizing tasks.
• Assist with company events, trainings, and on‑campus activities when needed.
• Hybrid call‑center style: primarily remote but on campus for training or connectivity issues.
• Local candidates within an hour’s drive from campus (Orlando area).

Skills

Tier I support experience

Customer service

Communication skills

Problem solving

Multitasking

Typing 40+ wpm

Job description

Technical Support Agent – Winter Park, FL

Company: TEKsystems

Job Description

Technical Support Tier 1 specialists provide first level technical assistance to end‑users and education affiliates (faculty, students, staff) experiencing a variety of technical issues while using computers, online platforms, and course related materials. This is an entry‑level position within a fast‑paced call‑center environment.

Responsibilities

• Engage with end‑users by answering phone calls, responding to cases/tickets, emails, chat messages, and virtual or in‑person meetings.
• Maintain a polite, professional, optimistic, empathetic tone in all communications.
• Communicate effectively, ask appropriate questions to gather information, multitask across various systems and call‑center applications, and handle multiple media and content formats.
• Keep a working knowledge of systems, sites, tools, applications and resources (Learning Management Systems, One, etc.) and assist with hardware/software installation.
• Aim for a one‑call resolution by analyzing problems to determine the quickest and most effective solution.
• Collaborate with operational, technical, and education support teams; route calls/cases to appropriate individuals/groups and provide detailed accounts of troubleshooting steps taken.
• Maintain detailed records of daily interactions, installation activities, reported issues, and completed solutions.
• Work independently and as part of a team, communicating with the Leadership Team to prioritize tasks.
• Assist with company events, student events, and trainings.
• Work flexible schedules, including weekends; Technical Support is open 7 days per week from 8 am EST to 3 am EST.
• Adhere to policies and procedures outlined by the Technical Support Team.
• Safeguard confidential personnel and company information and protect issued work equipment.
• If working remotely, ensure reliable secure internet (50–100 Mbps download, ≥10 Mbps upload) and a quiet private workspace.
• Demonstrate a strong commitment to the mission and values of the organization.
• Maintain strict adherence to their work schedule.
• Perform all duties as outlined, and additional tasks assigned by the Technical Support Leadership Team.

Competencies

• Approach customer interactions with a service‑oriented mindset.
• Excellent verbal and written communication skills.
• Effective listening, conversational, and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to both technical and non‑technical collaborators.
• Strong analytical and creative problem‑solving skills.
• Quick learning, retention of technical details, and utilization of new programs/tools.
• Typing average of 40+ words per minute with 95% accuracy.
• Multitasking: respond to callers while creating detailed records and cases/tickets in a fast‑paced call‑center.
• Comfortable communicating across phone, email, ticketing systems, chat, virtual and in‑person meetings.
• Confident working with all types of end‑users and navigating difficult conversations.

Additional Skills & Qualifications

• Department Hours: Sunday – Saturday 8:00 am – 3:00 am EST.
• Agents typically work four ten‑hour shifts each week and have three days off.
• Expect to work one weekend day each week.
• New agents start on the "late night" shift (4:30 pm – 3:00 am); shift can change later in the contract.

Hybrid Call Center Style Position

• Primarily work from home, but must be able to work on campus when needed (e.g., new employee orientation, training, events, or connectivity issues at home).
• Local candidates only: consider only individuals within an hour’s drive from campus (Orlando area).

Top Skills

• Tier I Support Experience – 1 to 3 years of experience.
• Excellent customer service.
• Excellent communication skills and problem solving (gather information, multitask with various systems, call‑center applications, email, and other media).
• Positive attitude/energy and enthusiasm for helping people.
• Candidate will work mostly remote, with occasional on‑site visits; must live in the Orlando area.

Work Environment

Fast pace call‑center environment providing white‑glove customer service.

Business Drivers / Customer Impact

This agent will support Full Sail University end‑users and education affiliates (faculty, students, staff) experiencing a variety of technical issues while using computers, online platforms, and course related materials.