CSC Agent

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY: CSC Agent handles customer questions, service requests and escalations within a call center environment, providing customer service support with the highest degree of courtesy and professionalism. Provides inbound and outbound telephone customer service support for clients across multiple products. Communicate with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Individuals will classify, categorize, ensure all applicable information is within the ticket, as well as escalate when needed.  He has broad working knowledge of web browsers and demonstrates continued and consistent proficiency in most of the skill sets utilized within the New Era Call Center.  CSC Agents will learn and will need to provide basic technical support and MACDs (Move, Add, Change, Disconnect) items.

HIERARCHY: CSC Agent position reports directly to the Service Delivery Manager who reports to the Chief Operating Officer.

PRIMARY DUTIES:     

• Answer, evaluate, and prioritize customer service requests via telephone, voicemail, e-mail, and self-service web site
• Answers to customer/client support requests or inquiries concerning ticket status
• Document new tickets received and ensure all fields and relevant information is present in request prior moving to the technician board.
• Demonstrates ability to apply sound process to retrieve and document all relevant information from clients in creation and processing of requests
• Communicates effectively with technical and non-technical customers, both internal and external
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests
• Utilize operational systems to escalate service orders and support requests
• May be required to work in one or multiple queues/skill sets over various customer contact channels
• Perform on-the-job training for continuous personal and professional improvement
• Complete on-line training courses for continuous personal and professional improvement
• Availability to work a flexible schedule which includes all hours of call center operation
• Responsible for improving service delivery processes through programs, applications and methodologies
• Provides support for basic technology related tasks such as VPN resets, Password Resets, and other MACD (Move, Add, Change, Delete) related items with in designated systems for designated clients.
• Ability to complete/learn initial troubleshooting in technical domains such as IT, Voice, and Physical Security
• Other tasks deemed necessary by management

COMPETENCY:

• Interest in technology and understanding technical issues
• High degree of accuracy, attention to detail and confidentiality
• Excellent analytical, problem solving and decision-making skills
• Effective verbal, listening and written communication skills
• Effective organizational, stress and time management skills
• Demonstrates a sense of urgency and ability to meet deadlines
• Ability to work independently and/or as a team member
• Preferred Certifications: A+, Microsoft Certifications, any basic technical certifications

EXPERIENCE:   At least six months operating a computer in a Windows based environment. Call center experience preferred.

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed above are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED EDUCATION: Bachelor’s Degree or equivalent experience

LANGUAGE SKILLS: English

PHYSICAL DEMANDS:           

• Regularly spend long hours sitting and using office equipment and computers
• Regularly use hands and fingers to handle, control or feel objects
• Regularly see details of objects that are less than a few feet away
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently work on projects that require deadlines

WORK ENVIRONMENT: Remote

EXPECTED HOURS OF WORK: Business hours are Monday through Friday from 7:00 AM to 7:00 PM EST. The CSC Agent must have availability to work a flexible schedule which includes all hours of call center operation. It is required that representatives be on time for their scheduled hours.  The required working hours may vary depending on business needs.

TRAVEL: Less than 10% of travel required

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/