Call Center Agent Email and Phone Support

The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice / data communication issues. Responsibilities include escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution. Proficiency with ticketing systems, technical support documentation, and hardware / software technologies is required. The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed. Prior experience in customer service, call centers, and help desk support is essential. Additionally, the CCA supports customer service operations  by managing inquiries via phone and email, assisting volunteers, participants, and course managers, coordinating onboarding, resolving technical issues, and supporting reporting and compliance efforts. Customer Service & Communication

• Respond to 30,000 annual calls and 10,000 emails from customers.
• Provide phone support Monday–Friday, 8 AM–5 PM EST.
• Manage course creation, editing, and cancellations in the (Salesforce).
• Order course materials and assist volunteers with reimbursements and approvals.
• Locate both in-person and virtual courses for participants and volunteers.
• Resolve issues related to incomplete or missing course paperwork.
• Process certificate replacement requests an

handle returned check processing.

Requirements : - 3 years with IT customer service - High school diploma or higher - Strong technology skills - Basic IT skills are required like creating a bookmark, downloading files, installing software, etc.

Will adhere to current hybrid scheduled which is in the office on Tuesday, Wednesday, and Thursday. Remote on Mondays and Fridays"

For consideration, please submit your resume as a MS Word attachment to careers@consortiuminc.com

The Consortium

Combining Talent with Technology"

www.consortiuminc.com