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First Call Resolution Jobs in Ohio (NOW HIRING)

Delaware Nation Industries

Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.

Benchmark, LLC

Administrative Assistant

Akron, OH · On-site

$16 - $18/hr

Provide excellent customer service for all incoming calls for the Benchmark business unit, aim for first call resolution, and follow up or forward any calls needing additional support. * Assist with ...

Equitas Health

Shared Services Manager

Columbus, OH · On-site

$74K - $89K/yr

Monitor metrics such as average speed of answer, call abandonment rate, first-call resolution, and patient satisfaction scores * Address performance issues promptly and effectively * Develop and ...

Forhyre

OH · On-site

This Claims Business Analyst works collaboratively with the Director of Claims in supporting the department to deliver timely and accurate payment of claims and first call resolution . This role will ...

Libbey

IT Internship (Part Time, Fall 2026 & Beyond)

Toledo, OH · On-site

$14.75 - $19.75/hr

Populate knowledge base with new solutions and new diagnostic procedures with the goal to continually improve first call resolution capabilities. * Escalate urgent and high incident calls to second ...

Equitas Health, Inc.

Shared Services Manager

Columbus, OH · On-site

$74K - $89K/yr

Monitor metrics such as average speed of answer, call abandonment rate, first-call resolution, and patient satisfaction scores * Address performance issues promptly and effectively * Develop and ...

Northwest

Contact Center Specialist I

Columbus, OH · On-site

Aim to resolve customer inquiries utilizing a First Call Resolution approach * Appropriate use of established call policies and procedures and scripts * Provide support of Northwest technical ...

Belcan

Desktop Analyst 1- Helpdesk

Cincinnati, OH · On-site

$50K - $60K/yr

In addition, will provide First Call Resolution and occasionally backfill for the Helpdesk. Technicians are the foundation and at times the catalyst for building the knowledge base. Job Duties:

Cogeco

Specialist, Business Support

Columbus, OH

Proven customer service skills with a demonstrated track record of superior first-call resolution. * Demonstrated knowledge of Breezeline processes, internal procedures, or general telecommunications ...

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All JobsFirst Call Resolution JobsFirst Call Resolution Jobs in Ohio

First Call Resolution information

See Ohio salary details

$12

$27

$53

How much do first call resolution jobs pay per hour?

As of Jul 22, 2026, the average hourly pay for first call resolution in Ohio is $27.30, according to ZipRecruiter salary data. Most workers in this role earn between $18.08 and $34.28 per hour, depending on experience, location, and employer.

What is a First Call Resolution job?

A First Call Resolution (FCR) job focuses on resolving customer issues, questions, or concerns during their initial contact, without the need for follow-ups. Professionals in this role work in customer service or support teams, using problem-solving skills and company resources to address inquiries efficiently. The goal is to enhance customer satisfaction, improve service efficiency, and reduce operational costs. Successful FCR representatives have strong communication skills, product knowledge, and the ability to handle a variety of customer concerns effectively.

What are the key skills and qualifications needed to thrive in the First Call Resolution position, and why are they important?

To thrive in a First Call Resolution role, you need excellent problem-solving abilities, strong communication skills, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and sometimes specific industry tools is important. Exceptional soft skills such as empathy, patience, and active listening set top performers apart. These abilities are crucial to efficiently resolving customer issues on the first call, leading to increased customer satisfaction and operational efficiency.

What are the common challenges faced in a First Call Resolution position, and how are they typically managed?

Professionals in First Call Resolution roles often face challenges such as handling complex customer concerns, managing high call volumes, and staying updated on evolving product or service information. Effective training programs, strong team support, and knowledge bases are typically provided to help employees resolve issues efficiently. Most teams foster collaboration by encouraging agents to share solutions and escalate particularly challenging cases when needed. These strategies help maintain high customer satisfaction and support ongoing learning within the team.

What are the most commonly searched types of First Call Resolution jobs in Ohio? The most popular types of First Call Resolution jobs in Ohio are:
What job categories do people searching First Call Resolution jobs in Ohio look for? The top searched job categories for First Call Resolution jobs in Ohio are:
First Call Resolution jobs near you
Infographic showing various First Call Resolution job openings in Ohio as of July 2026, with employment types broken down into 89% Full Time, and 11% Contract. Highlights an 100% In-person job distribution, with an average salary of $56,791 per year, or $27.3 per hour.
Help Desk Manager - 305512

Help Desk Manager - 305512

Delaware Nation Industries

On-site

Full-time

Medical, Dental, Vision, Retirement

Posted 14 days ago

Job description

DNI is seeking a Help Desk Team Lead to support a mission-focused federal IT environment at Wright-Patterson Air Force Base, Ohio. This role leads day-to-day help desk and field service operations, serves as a primary point of contact for user support, and ensures incidents, service requests, documentation, and escalation activities are handled in accordance with contract requirements and service-level expectations.
The Help Desk Team Lead is responsible for coordinating technician workload, maintaining ticket quality and process discipline, improving response and resolution performance, and supporting secure, compliant delivery of IT services across the supported enterprise environment.
Key Responsibilities
  • Lead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.
  • Supervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.
  • Ensure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.
  • Maintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.
  • Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.
  • Maintain the government-designated help desk call management and process-tracking system, including updates, workflow refinement, and accurate historical records of actions taken by the IT staff.
  • Ensure technicians are proficient in established IT processes and use the help desk management system effectively to improve operational efficiency and customer support quality.
  • Support hardware and software service delivery, including user assistance, deployments, configuration, troubleshooting, and coordination with other technical teams when escalation is required.
  • Oversee inventory-related support activities tied to help desk operations, including bench stock accountability and coordination of IT asset support processes.
  • Communicate clearly with users and stakeholders regarding outages, maintenance windows, service status, and resolution updates.
  • Develop and maintain continuity materials, process guides, and operational documentation to support consistent service delivery and team readiness.

Requirements
  • Active Secret clearance (or higher)
  • CompTIA Security+ (or 8140.02 equivalent)
  • Senior Level experience with MS Windows, MS Active Directory (Group Management, Permissions), MS Office Products, SharePoint, Teams, etc.
  • Experience leading or supervising help desk, desktop support, or field service teams in a DoD, federal, or similarly structured enterprise IT environment.
  • Hands-on experience with incident management, ticket triage, escalation management, and customer support operations.
  • Familiarity with IT service management and tracking platforms used to log, assign, monitor, and close support requests.
  • Strong troubleshooting, documentation, communication, and team coordination skills.
  • Ability to work effectively in a mission-driven environment with shifting priorities, high-visibility requests, and defined response timelines.
Preferred Qualifications
  • Experience supporting Air Force, DoD, or other federal enterprise IT environments.
  • Experience leading teams that support both telephone-based help desk operations and on-site field service response.
  • Working knowledge of asset management, endpoint deployment, and enterprise software support processes.
  • Experience developing process improvements, knowledge articles, continuity documentation, or service metrics reporting.

Benefits
Benefits Include:
  • Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
  • Matching 401K
  • Short- and Long-Term Disability
  • Pet Insurance
  • Professional Development/Education Reimbursement
  • Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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