Technical Support Agent

Technical Customer Service Representative (Contract‑to‑Hire)

Location:

Scottsdale, AZ (Hybrid)

Schedule:

Monday-Friday, 8:00 AM - 5:00

PM Work Model:

+

Training:

In‑office +

Ongoing:

4 days in office / 1 day remote (hybrid over the next 6-12 months)

Pay Rate:

$23-$25/hour

Placement Type:

Contract‑to‑Hire (6 months) About the Role We are seeking a Highly Technical Customer Service Representative to support customers through phone, email, and chat in a fast‑paced, metrics‑driven contact center environment. This role is ideal for someone who enjoys problem‑solving, providing empathetic support, and working with cutting‑edge technology products. You will support customers ranging from field professionals to legal teams, answering questions, resolving issues, and ensuring a high‑quality customer experience. What You'll Do + Build and maintain strong subject matter expertise in internal systems, processes, and solutions + Resolve customer issues via phone (60%), email, and chat (40%) + Identify the root cause of issues and provide clear, accurate solutions + Document all customer interactions thoroughly using CRM case management tools + Meet individual and team performance metrics, including call handling, case resolution, quality, and CSAT + Provide feedback and suggestions for process and performance improvements + Maintain professionalism, empathy, and accuracy in every customer interaction Call Volume Expectations + Average call length: ~5 minutes + Approx. 40 calls per day Products You'll Support + Cameras + Drones + Conducted energy devices (CEDs) Examples of calls include assisting customers with system navigation, evidence‑related questions, or coordinating training requests. Training & Ramp‑Up + 1 month of remote training (trainer‑led sessions, e‑learning, quizzes, and tests) + 1+ month nesting period with call shadowing, coaching, and real‑time feedback Required Qualifications + High school diploma or equivalent (college degree preferred) + 1-2 years of customer service or customer support experience + Experience supporting customers via phone, email, and chat + Strong verbal and written communication skills, including active listening and conflict resolution + Comfortable working in a performance‑measured environment + Proficient in Microsoft Office + Familiarity with CRM and call center software + Ability to complete tasks quickly, accurately, and independently Preferred Qualifications + Bachelor's degree + 2+ years of multi‑channel customer support experience in a fast‑paced environment + Experience with CRM platforms such as Salesforce, MS Dynamics, or contact center tools (e.g., InContact) Nice‑to‑Have Skills + Salesforce or CRM experience + MS Dynamics + Multi‑tasking in a contact center setting + Multi‑channel (phone, email, chat) support experience Work Environment & Performance Metrics This is a structured, high‑visibility contact center role where performance is measured through: + Service levels and response times + Call quality and audits + Case documentation accuracy + Productivity (calls handled, cases resolved) + Customer satisfaction and quality assurance scores Candidates must be comfortable speaking with law enforcement professionals and legal teams and maintaining professionalism at all times. Why You'll Love This Role + Work with innovative, industry‑leading technology + Meaningful work that supports real‑world safety and accountability + Contract‑to‑hire opportunity with strong long‑term upside + Competitive compensation and growth potential upon conversion Job Type & Location This is a Contract to Hire position based out of Scottsdale, AZ. Pay and Benefits The pay range for this position is $23.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Scottsdale,AZ.

Application Deadline This position is anticipated to close on May 22, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.