Compudopt is a national non-profit organization that aims to provide technology access and education to under-resourced youth and their communities. Compudopt is seeking a detail-oriented, customer-focused professional to join our growing National Contact Support Center team as a Tier I Contact Center Agent. This role is ideal for individuals with strong communication and basic technical skills who can assist customers with program-related inquiries and computer, software, and connectivity issues. As a Tier I Contact Center Agent, you will serve as the first point of contact, providing high-quality customer service and resolving basic technical issues while escalating more complex issues to Tier II support. This full-time position reports to the Director of Technical Support - Call Center and is essential to ensuring smooth program operations and delivering meaningful support to youth and families nationwide. Up to 5% travel is required, and candidates may be located anywhere in the continental United States.
The Tier I Contact Center Agent must act with integrity, be committed to achieving organizational goals, take responsibility for mission achievement, demonstrate accountability by starting with yes, and demonstrate the ability to inspire, grow, and motivate others.
Major Job Responsibilities and Duties:
- Provide responsive support via phone, email, and chat to address customer inquiries related to Compudopt programs, services, and basic technical issues.
- Instill confidence and loyalty in customers through thoughtful listening and clear communication, utilizing your knowledge of Compudopt’s services to effectively assist customers.
- Effectively troubleshoot and resolve basic problems related to:
- PCs (Windows): basic operating system, applications, drivers, and hardware.
- Macs (macOS): updates, basic compatibility, and performance.
- Connectivity: Wi-Fi setup, LAN basics, routers, and modems.
- Accurately document customer issues and resolutions accurately in the ticketing system (e.g., Zendesk, Dialpad, Airtable).
- Efficiently resolve customer concerns and escalate unresolved or complex issues to Tier II agents while maintaining ownership of customer communication.
- Successfully follow and implement established Contact Support Center processes and procedures.
- Proactively follow up with customers through scheduled callbacks, maintaining high standards of service and responsiveness (when applicable).
- Stay current on all of the company's offerings to provide accurate information to customers.
- Contribute support to Compudopt’s mission, vision, and operations throughout the organization.
- Meet individual and team performance goals set by the Director of Technical Support | Call Center
- Perform other job-related duties as assigned.
Qualifications:
Required:
- High school diploma or GED
- Minimum of 1- 3 years of experience in providing technical support or IT help desk experience services in Windows/macOS environments.
Preferred:
- Associate’s degree from an accredited college or university in IT or a related field
- Bilingual skills (English/Spanish)
Special Knowledge/Skills:
- Experience with OS troubleshooting (Windows registry, system logs, Event Viewer, macOS Console).
- Experience in networking protocols (TCP/IP, DNS, DHCP, VPNs, NAT, firewall basics).
- Experience in hardware and peripherals (RAM, HDD/SSD, NICs, printers, imaging tools).
- Experience with productivity tools (Office 365, Google Workspace) and account administration
- Familiarity with connectivity basics (Wi-Fi, routers, modems).
- Strong communication skills; ability to explain technical solutions simply to non-technical users.
- Detail-oriented, collaborative, and eager to grow in a mission-driven nonprofit environment.
Compudopt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Compudopt complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary is one component of Compudopt’s total compensation package, which also includes:
- Employer-paid medical contributions up to $7015.20 annually.
- Employer-paid short-term disability and basic life insurance.
- Two fully paid medical plan options for employee-only coverage.
- Up to 4% 401K employer match
- Generous, above-market, leave policies including 17 company-paid holidays, 80 hours minimum of PTO, (and 48 hours of paid sick leave each calendar year with increases from 3 years of service and longer).
This position is subject to successfully passing a background check.
