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Fcr Jobs in Raleigh, NC (NOW HIRING)

Litera

Manager, Technical Support

Raleigh, NC · On-site

Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops. • High-Performing Culture: Model a player-coach approach--step in to assist ...

Litera

Manager, Technical Support

Raleigh, NC · On-site

Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops. High-Performing Culture: Model a player-coach approach-step in to assist with ...

Litera

Manager, Technical Support

Raleigh, NC · On-site

Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops. High-Performing Culture: Model a player-coach approach-step in to assist with ...

MED-EL Corporation

Contact Center Analyst

Durham, NC · On-site

Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics) * Experience with workforce management platforms and reporting tools * Strong ...

MED-EL Corporation

Contact Center Analyst

Durham, NC · On-site

Strong understanding of contact center metrics (service level, ASA, occupancy, adherence, shrinkage, FCR, QA metrics) * Experience with workforce management platforms and reporting tools * Strong ...

CAI

Customer Service Delivery Leader

Raleigh, NC · On-site

Track and analyze key performance metrics - including AHT, FCR, CSAT, abandonment rate, and SLA attainment - and drive action plans in response to trends * Oversee call quality assurance programs ...

All JobsFcr JobsFcr Jobs in Raleigh, NC

Fcr information

See Raleigh, NC salary details

$15

$23

$35

How much do fcr jobs pay per hour?

As of Jun 26, 2026, the average hourly pay for fcr in Raleigh, NC is $23.03, according to ZipRecruiter salary data. Most workers in this role earn between $19.52 and $24.42 per hour, depending on experience, location, and employer.

What jobs pay 2000 a day?

High-paying jobs that can pay around $2,000 a day typically include specialized roles such as surgeons, anesthesiologists, corporate lawyers, and certain executive positions. These roles often require advanced education, certifications, extensive experience, and work in high-stakes or high-demand environments.

What jobs pay 10,000 a month without a degree?

Jobs that can pay $10,000 a month without a degree often include roles such as sales managers, real estate brokers, or skilled trades like electricians and plumbers, especially with experience and certifications. High earnings typically require strong skills, experience, and sometimes entrepreneurial efforts or commission-based pay structures.

How does an FCR (First Call Resolution) Specialist typically collaborate with other departments to resolve customer issues efficiently?

FCR Specialists often work closely with departments such as technical support, billing, and product teams to address customer concerns quickly and effectively. When a customer presents a complex issue, the FCR Specialist may coordinate with these teams to gather information or escalate cases as needed, ensuring a smooth and timely resolution. This collaboration requires strong communication skills and a proactive approach to problem-solving, as well as a thorough understanding of internal processes. Being effective in this role often means building strong working relationships and staying updated on the latest product or policy changes.

What are the key skills and qualifications needed to thrive as an FCR (First Call Resolution) specialist, and why are they important?

To thrive as a First Call Resolution (FCR) specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call center software, and ticketing platforms is essential. Excellent communication, active listening, and patience are vital soft skills for addressing customer concerns efficiently. These capabilities ensure customer satisfaction and loyalty by resolving issues promptly and effectively on the first contact.

What is the difference between Fcr vs Customer Service Representative?

AspectFcrCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; industry-specific certificationsHigh school diploma or equivalent; customer service training often preferred
Work EnvironmentCall centers, technical support, or client service settingsCall centers, retail, or office environments
Employer & Industry UsageTelecommunications, IT, or service industriesRetail, telecom, banking, and service sectors
Common Search & Comparison IntentUnderstanding role differences, responsibilities, and skillsCustomer interaction, problem-solving, and communication skills

Fcr and Customer Service Representative roles often overlap in customer support environments. Fcr typically focuses on technical or specialized support, requiring specific certifications, while Customer Service Representatives handle general customer inquiries. Both roles are vital in service industries, but Fcr positions often demand more technical knowledge and certifications.

How to make $10,000 a month without a degree?

FCR roles, such as field customer representatives or similar positions, can potentially earn high incomes through commissions, bonuses, or overtime, especially in sales or technical support fields. Building specialized skills, gaining experience, and working in high-demand industries or environments can help increase earning potential without a degree.

What are FCRs?

FCR stands for 'First Call Resolution,' which is a key performance metric used primarily in customer service and call centers. It refers to the ability to resolve a customer's issue, question, or request during their first contact with a representative, without the need for follow-ups. Achieving high FCR rates is important as it leads to increased customer satisfaction, reduced operational costs, and improved efficiency. FCR can also refer to a job title, such as a First Contact Resolution Specialist, whose primary responsibility is to address and resolve customer concerns promptly and effectively.

What does FTC mean on a job?

In a job context, FTC typically stands for Fixed-Term Contract, referring to a position with a set duration rather than permanent employment. Such roles often have specific start and end dates and may require specialized skills or certifications depending on the industry.
What are popular job titles related to Fcr jobs in Raleigh, NC? For Fcr jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Fcr jobs in Raleigh, NC look for? The top searched job categories for Fcr jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Fcr jobs? Cities near Raleigh, NC with the most Fcr job openings:
Fcr jobs near you
Manager, Technical Support

Manager, Technical Support

Litera

Raleigh, NC • On-site

Full-time

Posted 7 days ago

Job description

Job Summary:
Litera is a leader in legal technology innovation, providing a comprehensive suite of integrated legal tools. The Manager, Customer Care will lead the frontline support function, ensuring operational efficiency and exceptional service standards while driving improvement in customer outcomes and internal processes.
Responsibilities:
• Daily Case Operations & SLA Management
• Queue Leadership: Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention.
• SLA Strategy: Wrap your arms around SLA threshold monitor closely and escalate proactively as cases approach breaches, especially for high-stakes legal accounts.
• Operational Reviews: Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps.
• Cross-Functional Sync: Create strong alignment with other teams (Engineering, Product, QA) to manage escalations or support-level breaches efficiently.
• Team Performance & Coaching
• 1:1s & Reviews: Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions.
• Onboarding Excellence: Design and deliver thorough onboarding—covering Litera’s product suite, support tools, best practices (like Coaching Best Practices), and the company culture.
• Continuous Skill Growth: Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops.
• High-Performing Culture: Model a player-coach approach—step in to assist with complex cases or help clear backlogs as needed.
• Customer Experience & Case Quality
• Standards Enforcement: Enforce consistency in tone, clarity, documentation, and product usage across all support responses.
• KPI Monitoring: Track CSAT, First Contact Resolution (FCR), and reopen rates; perform root cause analysis for declines, then deploy improvement initiatives.
• Escalation Stewardship: Own escalations for high-impact clients—ensuring urgency, clarity, and speedy resolution.
• Feedback Loop: Channel customer feedback to Product and Engineering teams for product refinements or feature adjustments.
• Process Adherence & Reporting
• Playbook Compliance: Ensure team adherence to support playbooks, entitlement checks, internal SLAs, and tooling procedures.
• Reporting Cadence: Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers for senior leadership.
• Continuous Improvement: Identify recurring patterns and coordinate improvement initiatives—e.g., refine documentation, introduce macros, or automate routing workflows.
• Governance: Audit case quality, running QA sessions, and spearhead service improvement planning.
Qualifications:
Required:
• Bachelor’s in business, IT, Legal Studies, or equivalent customer-facing support experience or equivalent work experience
• 5+ years in technical or customer support; a minimum of 2 years in leadership, ideally with SaaS or legal tech.
• Hands-on with Zendesk, Salesforce Service Cloud, Jira, analytics/reporting dashboards.
Preferred:
• Knowledge of KCS methodology; familiarity with case deflection tools or Service Improvement Plans, a plus.
• Experience with Litera products or legal document management systems (e.g., DOCX, drafting tools), a plus.
Company:
Litera is a legaltech firm that provides of document lifecycle and transaction management solutions. Founded in 2001, the company is headquartered in Chicago, USA, with a team of 501-1000 employees. The company is currently Late Stage.

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