Job Description

Job Description

Job Title: Customer Support Representative

Contract Duration: 12 Months

Location: Charlotte, NC (Hybrid – Onsite Monday to Wednesday, Work from Home Thursday & Friday)

Shift: 9:00 AM – 6:00 PM, Monday–Friday

Position Overview

We are seeking a Customer Support Representative to join our hybrid team in Charlotte, NC. This role is responsible for delivering high-quality phone and email support for a diverse customer base.

Day-to-Day Responsibilities

• Handle customer inquiries via phone (~1400 calls/week across the team) and email (~600 emails/week).
• Deliver excellent customer service, aiming to resolve all issues within the first call.
• Escalate unresolved cases beyond 15 minutes to the designated lead for further handling.
• Support customers across multiple technology platforms and environments.
• Document customer interactions, resolutions, and follow-ups as required.
• Collaborate with peers to ensure consistent, high-quality service delivery.

Required Qualifications

• Prior experience in a technical support or call center environment (Level 1 or Level 2 preferred).
• Broad technical exposure across multiple platforms and environments.
• Strong communication skills —both verbal (phone) and written (email).
• Proven background in phone support with strong problem-solving skills.
• Ability to work in a structured schedule with designated WFH days (Thursday & Friday only).

Preferred Skills

• Familiarity with troubleshooting common technology issues.
• Ability to manage multiple tasks in a fast-paced support environment.
• Strong customer-centric mindset with a focus on resolution over volume metrics.

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans. ”

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