Frontline Support

Company: Generis Tek Inc.
Location: Colorado Springs
Posted on: June 24, 2025

Job Description:

Please contact: To discuss this amazing opportunity, reach out to our Talent Acquisition Specialist Siddhant Singh at email address Siddhant.Singh@generistek.com can be reached on 630-576-1906 . We have Contract role Frontline Support for our client at Colorado Springs, CO . Please let me know if you or any of your friends would be interested in this position. Position Details: Frontline Support- Colorado Springs, CO Location : Colorado Springs, CO, 80907 Project Duration : 24 Months Pay Rate : $18-$20 an hour on W2 Description: Contractor shall provide Parts Identification services (Parts ID) and non-technical Tier1 Care Contact Center services (Tier1) as described herein. Contractor shall provide day-to-day oversight of the services operations and management of contractor employee performance. Services included: • Answer incoming phone calls, create appropriate case records and solve or route to appropriate teams. • Process off-line (non-voice) customer request cases to respond to customer requests or re-route to appropriate teams. • Monitor voicemail and return calls within 24 business hours. • Create and process Salesforce Service Console Cases for all customer interactions following established procedures and training. • Use internal proprietary and external customer facing research tools/websites to provide customers with part numbers, part availability, and part costs that meet their needs. • Ensures internal and proprietary information used in the course of Parts ID research is properly protected and is not released to customers. • Provide non-technical assistance to customers to replacement part selections based on customer is troubleshooting determination. Refer customers to repair service customer is unable/unwilling to determine source of an instrument failure or when a customer orderable parts solution is not available. • Assist Customer Contact Center(s) (CCC) and Parts Organization teams with Parts ID advisory notes using existing guidance and published technical documents. • Assist CCC organization CSRs with the information needed for customers quotations. • Partner with internal organizations as needed in the performance of contractor services. • Provide non-technical assistance to customer engaging the Tier1 team including logging and processing of technical support, hardware repair & calibration, software licensing, and general inquiry case types. • Transfer cases to correct queue (e.g. Tier2) or other appropriate resource when the request involves technical support, application support, or product issues. • Identify and escalate potential customer satisfaction issues. Maintain high level of customer support resulting in customer delight. • Follow all procedural and process guidance, training materials, and policies as related to performance of work described herein. • Provide high quality customer service to ’s customers while meeting monthly Service Levels. • This position deals with US Sensitive Customer/Account info and requires a US person. Requirements: This is a non-technical, non-engineering customer support position. Basic computer skills – MS office Customer service skills Non-technical role Understand some of the terms (Office, Outlook, Word, Salesforce will be trained but a plus) Familiarity with instruments is a plus but not required. Not looking for Engineer or Technician.

Keywords: Generis Tek Inc., Castle Rock , Frontline Support, Customer Service & Call Center , Colorado Springs, Colorado