Floor Support Specialist - Technical Support Operations

📋 Description

• Provide real-time guidance and support to agents during customer interactions and case handling
• Assist agents with process questions, system navigation, documentation requirements, escalation
• Support customer de-escalation efforts and assist agents handling supervisor requests or complex
• Identify situations requiring escalation to Supervisors, Technical Support Specialists, Case
• Reinforce approved operating procedures, compliance requirements, customer privacy standards, and
• Support onboarding, nesting, and ramp-up activities for new hires and recently transitioned

🎯 Requirements

• High School Diploma or equivalent required.
• Technical or college-level studies preferred.
• Minimum 2 years experience in contact center operations, customer support, technical support, or
• Previous experience as Senior Agent, SME, Floor Support, Mentor, Escalation Support, or similar
• Strong understanding of contact center processes, customer service principles, escalation
• Experience with voice, chat, email, ticketing, social media, or back-office operations.