Job Title: Technical Production Support

Location: Addison, TX

Work Arrangement: 3 day onsite, 2day WFH

Client Industry: Banking Client

Duration: 12+ months

Schedule: Monday to Friday, 8 AM – 5 PM

About the Role

An Excellent Opportunity for Technical Production Support to work with one of the Biggest Global Bank at Addison, TX location.

We are seeking a dedicated individual to provide first line support for internal employees via voice and chat channels as part of our 24/7 Global Service Desk. This role involves partnering with regional and international teams to deliver exceptional client care. The position is primarily onsite, with the potential for one day of remote work per week, contingent upon meeting service levels and performance metrics.

Responsibilities:

• Provide basic troubleshooting for applications and proprietary systems via phone and chat
• Manage multiple live chats simultaneously with internal customers, ensuring adherence to core operational and quality metrics
• Document tickets clearly for escalation to second line teams when necessary
• Deliver excellent client care with attention to detail and effective communication
• Participate in in-house technical training and leverage real-time support from peers and subject matter experts

Required Skills:

• 1-3 years of experience in a similar role
• Strong client care and customer service skills
• Ability to work well in a team and build relationships with global partners
• Excellent organizational skills with the ability to prioritize workload
• Proficiency in multitasking and maintaining focus on all areas of responsibility
• Consistently meet or exceed performance targets and goals related to customer service and call/chat handling
• Ability to thrive in a fast-paced environment
• Experience with Agent Chat and Windows 10

Desired Skills:

• Experience in a technology call centre or customer service environment
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents
• Hardware support experience with Windows 10/11
• Familiarity with software such as MS Office suite, Office 365, SharePoint, and Skype
• Knowledge of network systems including Citrix, VPN, and Cisco AnyConnect
• Experience with ITSM Remedy (not essential)

Qualification Assessment:

• Technical knowledge of Citrix
• Experience in Production Availability Management
• Experience in Production Batch Optimization

Compensation

Hourly Rate: $15-$20 per hour

This range reflects base compensation and may vary based on location, market conditions, experience, and candidate qualifications.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

About Us:

At Collabera, we don’t just offer jobs—we build careers. As a global leader in talent solutions, we provide opportunities to work with top organizations, cutting-edge technologies, and dynamic teams. Our culture thrives on innovation, collaboration, and a commitment to excellence. With continuous learning, career growth, and a people-first approach, we empower you to achieve your full potential. Join us and be part of a company that values passion, integrity, and making an impact.

Ready to Apply?

Apply now or reach out to Devanshi at devanshi.npatel@collabera.com for more information. We look forward to speaking with you!