Customer Service Representative Job at Mindlance in Charlotte

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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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