Virginia Licensed Contact Center Tech

Job Summary

A company is looking for a Contact Center Escalation Support Tech.

Key Responsibilities

• Provide training, guidance, and ongoing support to Contact Support Technicians
• Handle and resolve complex or escalated customer issues with professionalism and empathy
• Monitor and balance team performance in accordance with operational metrics and compliance requirements

Required Qualifications

• Knowledge of contact center operations, customer service principles, and relevant policies
• Proficiency in call center systems, including telephony and CRM software
• Experience mentoring or leading a team in a contact center environment
• Basic understanding of regulatory compliance and data protection standards
• Advanced proficiency in DMV systems (e.g., MySelect, Qflow)