Job Title: Production / Technical Support
Location: Addison, TX or Hopewell, NJ or Chandler, AZ (100% Onsite)
Job Type: Contract (12–18 months)
Start Date: ASAP

Position Summary:
We are seeking a motivated and service-oriented Production / Technical Support professional to join our Global Service Desk team. This role provides first-line support to internal employees via phone and chat, focusing on prompt issue resolution and excellent customer experience. The successful candidate will work in a fast-paced environment and collaborate with regional and international teams to ensure high-quality technical support around the clock.

Responsibilities:

• Provide first-line technical support to internal users through phone and live chat channels in a 24x7 environment.
• Handle multiple concurrent chats and calls while maintaining high customer satisfaction and quality standards.
• Troubleshoot issues related to MS Office suite, Windows OS, and internal proprietary systems.
• Accurately document and escalate tickets for second-line teams when needed.
• Meet or exceed key performance indicators (KPIs) related to service levels, response time, resolution time, and customer feedback.
• Follow established processes and contribute to knowledge-sharing with team members.
• Participate in ongoing training and knowledge development.

Required Skills:

• 1–3 years of experience in technical support or help desk roles.
• Strong client care and customer service skills.
• Excellent verbal and written communication.
• Ability to multitask and manage time effectively in a high-volume support environment.
• Detail-oriented with strong organizational skills.
• Team player who can build positive working relationships globally.
• Comfortable working in a structured performance-driven environment.

Desired Skills:

• Experience in a technology-focused call center or customer service environment.
• Familiarity with hardware and software support, including:
  Windows 10/11
• MS Office Suite, Office 365, SharePoint, Skype
• Networking technologies (VPN, Citrix, Cisco AnyConnect)
• Exposure to IT Service Management (ITSM) tools such as Remedy (a plus but not required).
• Basic understanding of troubleshooting and problem-solving techniques.