Technical Call Center Agent

Are you passionate about providing technical support and delivering exceptional customer service? Do you thrive in a detail-oriented environment where problem-solving and effective communication are key?

If so, Retail Imaging Management Group is looking for you! We are currently seeking a dedicated Technical Call Center Agent to join our team in Vancouver, WA to contribute to our mission of providing top-notch support to our valued customers.

Key Details:

• Pay: $17-$18/hr.
• Benefits & Perks:
• Opportunities for growth and advancement. At Retail Imaging all open positions are posted internally first. We always look to promote from within.
• Comprehensive benefits package offered. Health, vision, and dental insurance are available within 60 days of starting, with Retail Imaging contributing 80% of the insurance premium for your coverage and 60% coverage for dependents.
• Casual and friendly work environment.
• Supportive and collaborative team dynamic.
• Internal recognition programs to identify those who go above and beyond.
• Flexible scheduling allowing for a hybrid work environment
• Schedule: This is a full-time position with flexible scheduling options available. Our call center operates between 5 am and 9 pm Monday to Friday, and 7 am to 7 pm on weekends. Candidates must be flexible to work within these hours/days.
• Location: Our office is located at 1201 SE Tech Center Dr #190, Vancouver, WA 98683. This position starts with onsite training for several weeks and then transitions to a hybrid work model with some days onsite and others remote.

About Us: Retail Imaging Management Group, established in 2000, specializes in providing tailored Technology Service and Support solutions to Fortune 100 mass merchant retailers nationwide. Our services include Call Center support (both B2B and B2C), Flexible Field Force, Device Repair, and interactive kiosk systems. We are committed to delivering high-quality services, adapting to the dynamic needs of our clients, and consistently providing cost-effective solutions.

Qualifications: As a Technical Call Center Agent, you embody a proactive and detail-oriented approach, thriving in dynamic work environments. You are adept at navigating challenges with creativity and resourcefulness. Your proficiency in written and verbal communication enables effective interaction with clients and colleagues alike, ensuring seamless collaboration and resolution of issues.

Other qualifications include:

• Have a high school diploma or GED equivalent.
• Demonstrates punctuality and reliability.
• Utilizes strong critical thinking and problem-solving skills.
• Ability to adapt communication and work style to various situations and audiences.
• Displays a proactive mindset, consistently anticipating needs and taking initiative to address challenges and opportunities before they arise.
• Strong technical aptitude, including systematic troubleshooting skills.
• Proven track record of effectively managing multiple priorities and deadlines.
• Commitment to continuous improvement and contributing to business objectives.
• Ability to effectively speak, understand, and write in English.

Responsibilities: You will be responsible for providing professional and timely technical and administrative support to Retail Imaging customers via phone, chat, email, and other communication channels.

Responsibilities include:

• Provide warm and professional assistance to customers, both technical and non-technical, via inbound/outbound calls, emails, chats, and other communication channels. Adhere to predetermined call response times, resolution targets, and performance metrics.
• Accurately document all interactions using issue tracking systems.
• Proactively identify and communicate the need for updates to existing documentation in relevant databases.
• Effectively balance responsibilities between handling inbound/outbound calls, emails, and other non-customer facing tasks.
• Maintain clear, open, and proactive communication with both customers and your managers through phone, chat, and email.
• Ensure all work-related activities align with the policies, expectations, and practices of Retail Imaging.
• Adapt to and fulfill additional duties as assigned to support team goals and organizational objectives.

Retail Imaging Management Group is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.