Find Jobs

Find Jobs Near You – Available Work in Your Location

Skip to job details

Back to Results

Apply for this opportunity

To apply for this job, you'll continue to an external website or email application.

Apply Offsite

CrossLink

Call Center Representative III

Pay: Not specified

Posted: 8 weeks ago

Location: Harrisburg, IL (Onsite)

Last Updated: 4 days ago

Hours: Full-Time

Expires: 10/10/2026

Career Insights for Call Center Representative

See where this job fits in the broader career landscape. Knowing your career path helps you see what's possible from here.

Scorecard

Based on Illinois data

Review key factors to help you decide if this role fits your goals. How is this calculated?

Were these scores useful?

What they do

A Call Center Representative answers calls from customers or makes outbound sales calls. Responds to customer inquiries, provides information on products and services, and manages customer complaints. Records customer information and processes orders. May process payments. May use email to follow up on customer inquiries or calls.

$37,319 / year median in Illinois

-4% projected decline

Explore Career

Job Description

The Call Center Representative III supports all levels within the Technical Support department. The primary responsibility of this role is to serve as the main point of contact for clients, providing technical support and service for CrossLink products. This position requires a thorough understanding of Customer Service and Technical Support procedures and policies to ensure client issues are resolved accurately and in a timely manner. Key responsibilities include handling and resolving escalations.

PRIMARY RESPONSIBILITIES

Assist front-line support and engineering teams in reproducing and diagnosing complex or difficult technical issues. Support management with client service activities across all products and contribute to overall service performance. Collaborate with management and other departments to address support needs and operational tasks. Maintain in-depth knowledge of product features, supported platforms, and common configurations across the product line. Monitor support tickets to ensure timely responses, updates, and resolutions for clients. Handle advanced technical support escalations as needed. Mentor fellow support technicians and recommend improvements to support processes while collaborating with cross-functional teams. Provide third-level troubleshooting for complex issues involving hardware, software, networking, printing, connectivity, and remote access. Develop training materials and provide hands-on training. Participate in software testing for new and enhanced applications. Serve as a point of contact for assigned clients. Lead or support key projects, including system rollouts and upgrades. Create and maintain Knowledge Base articles to support internal teams and clients. Perform other related duties assigned by the Technical Support Lead

REQUIRED SKILLS

Bachelor's degree in Business, Computer Science, or a related field, OR equivalent work experience. Minimum of 3 years of experience in client service/technical support. At least 3 years of experience working in a call center environment. Strong organizational skills with the ability to assign, prioritize, and monitor work. Excellent interpersonal, leadership, and mentoring skills.