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Evening First Call Resolution Jobs in Colorado (NOW HIRING)

iQuor

Collection Specialist

Pueblo, CO · On-site

$15.16/hr

Strive for first call resolution and take true ownership of customer needs and issues. * Communicate and follow instructions for one call customer resolution. * Deliver amazing customer service ...

ADP

401(k) Plan Specialist

Denver, CO

Acts a primary contact for day to day record-keeping matters with an emphasis on first-call resolution for items relating to Plan compliance, systems and processes. System Updates: * Respond to ...

ADP

401(k) Plan Specialist

Denver, CO · On-site

Acts a primary contact for day to day record-keeping matters with an emphasis on first-call resolution for items relating to Plan compliance, systems and processes. System Updates: * Respond to ...

Strive Health

Associate, Enrollment

Denver, CO

$22.12 - $25/hr

This includes daily contacts, first call resolution, average handle time, and quality process adherence within our systems of record. This individual will report to the Lead, Enrollment. The Day to ...

ACI Infotech

L2 Desktop Support Engineer

Denver, CO · On-site

... first call resolution and overall user experiences • Engagement and interaction with internal IT teams along with ITO Help Desk staff and IT partners • Support multiple conference rooms and ...

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Evening First Call Resolution information

What is an Evening First Call Resolution specialist?

An Evening First Call Resolution specialist is a customer service professional who works evening shifts and is responsible for resolving customer inquiries or issues during the first contact. Their goal is to provide effective solutions without the need for follow-up calls or escalations, ensuring customer satisfaction. This role often requires strong communication skills, problem-solving abilities, and familiarity with company policies and procedures. Evening shifts are especially important for businesses that operate outside typical business hours or offer 24/7 support.

What are the most common challenges faced by Evening First Call Resolution specialists, and how can they be effectively managed?

Evening First Call Resolution specialists often face challenges such as handling high call volumes during peak hours, addressing complex customer issues with limited resources, and working with reduced support staff compared to daytime shifts. Effectively managing these challenges involves maintaining strong communication with team members, leveraging knowledge bases for quick problem-solving, and staying adaptable to changing priorities. Building expertise in the company's products and services, as well as developing strong listening and empathy skills, can help specialists provide efficient and satisfactory resolutions to customers during evening hours.

What is the difference between Evening First Call Resolution vs Customer Service Representative?

AspectEvening First Call ResolutionCustomer Service Representative
Primary FocusResolving customer issues on first call during evening hoursHandling customer inquiries and providing support across shifts
Work EnvironmentCall centers, customer support teams, evening shiftsCall centers, retail, or service industries, often full-time or part-time
CredentialsBasic customer service skills, communication skills, sometimes certifications in customer supportSame as Evening First Call Resolution, often with experience in customer service

While both roles involve customer interaction, Evening First Call Resolution emphasizes resolving issues on the first call during evening hours, focusing on efficiency and problem-solving. Customer Service Representatives handle a broader range of customer inquiries across various shifts, including evenings, but may not always prioritize first-call resolution. Understanding these differences helps employers and job seekers align expectations and skills for each role.

What are the key skills and qualifications needed to thrive as an Evening First Call Resolution Specialist, and why are they important?

To thrive as an Evening First Call Resolution Specialist, you need strong problem-solving skills, customer service expertise, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing tools is typically required. Exceptional communication, patience, and the ability to remain calm under pressure distinguish top performers in this role. These skills are crucial for efficiently resolving customer issues during evening hours, enhancing satisfaction, and maintaining company reputation.
What cities in Colorado are hiring for Evening First Call Resolution jobs? Cities in Colorado with the most Evening First Call Resolution job openings:
Evening First Call Resolution jobs near you
Service Desk Technician

Service Desk Technician

Abacus Technology

Colorado Springs, CO

Full-time

Posted 7 days ago

Job description

Abacus Technology is seeking a Service Desk Technician to provide technical support for Space Operations Command at Peterson SFB.  This is a full-time position.


  • Provide first call resolution for a variety of technical issues. 
  • Open and log trouble tickets, maintain ownership of tickets, and monitor progress and resolution to ensure tickets are resolved and closed.
  • Escalate tickets as necessary to tier 2 staff. 
  • Provide business analysis support to end-users, document their requirements with user stories, and directly create/update applications or escalate them to our solution developers.
  • Perform training associated with Tier 1 support as needed.

2+ years experience in a service desk or technical support role.  2+ years experience in SharePoint and Teams administration.  Associate’s degree in a related field.  Additional experience may be substituted for degree requirements.  Must be Security+ CE certified (or hold equivalent certification in compliance with DoD 8140/8570 IAT II requirements).  Must hold a Microsoft 365 Fundamentals certification.  HDI-CSR certification desired.  Experience with MS SharePoint and Teams administration.  Experience with Enterprise Task Management Software Solution (ETMS2) a plus.  Experience managing ticket resolution ITSM, such as Remedy or ServiceNow.  Strong desktop application administration experience to include Microsoft Office, web browsers, and anti-virus applications.  Experience with Active Directory.  Must be able to provide courteous, timely and professional treatment of all customers.  Must have outstanding customer service and communications skills and the ability to interact professionally within all levels of an organization.  Must be a US citizen and hold a current Secret clearance.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled

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