Technical Support - AI Chat and Email

Benefits and culture

Join an onsite team in Greenville, SC with a starting wage of $20 per hour. This role operates from a climate-controlled office, following a Monday through Friday schedule from 9:00 am to 6:00 pm ET, with a future path to expand to 24/7. You will assist customers via chat and email using AI tools to resolve technical issues and maintain high satisfaction. Transcom emphasizes a people-centered culture focused on development, recognition for teamwork, and opportunities to grow your skills within a supportive environment.

• Competitive pay at $20.00 per hour starting
• Monthly performance-based incentives potential
• Onsite Greenville, SC office location
• Comfortable, climate-controlled workspace
• Shifts Monday–Friday, 9:00am–6:00pm ET, with potential expansion to 24/7
• Paid vacation benefit
• Multiple pay options to fit your needs: Daily Pay, Bi-Weekly Pay, Direct Deposit, Pay Cards
• Health benefits for you and your family (medical, dental, vision)
• 401(k) with employer match opportunities
• Employee Assistance Program for support
• Opportunities to develop your skills and advance your career
• Join a company that prioritizes people and fosters growth and teamwork

What life at Transcom is like

Transcom is a global customer experience partner with a large network of contact centers and associates delivering customer care, sales, technical support, and other services across multiple languages and regions. The culture centers on dedication to clients and teammates, recognizing hard work, promoting collaboration, and supporting ongoing growth. You are welcomed from day one, with opportunities to develop skills and advance your career within a people-first environment.

Responsibilities

• Engage with customers via chat or email, review available information, ask clarifying questions, analyze the issue, and identify the underlying technical root cause
• Demonstrate patience and empathy for customers handling time-sensitive technical issues
• Navigate multiple applications to research and verify solutions
• Multitask across systems while delivering clear, step-by-step instructions with accuracy and timeliness
• Calmly resolve conflicts and guide frustrated customers with a service-oriented mindset and social perceptiveness
• Work independently with discipline in an onsite call center environment
• Operate within a highly structured, full-time schedule handling high-volume inbound inquiries
• Maintain a desk-based workflow for a full-time schedule in a fast-paced, high-volume environment
• Receive, diagnose, and log customer issues; document resolutions clearly and escalate as needed
• Report application issues, document troubleshooting efforts, and identify opportunities for product improvement and quality assurance

Requirements

• Age 18 or older
• High School Diploma or equivalent
• Ability to pass a criminal background check
• Reasonable driving distance to the Greenville, SC site
• Ability to work onsite for a full-time schedule with overtime as needed
• Strict adherence to the assigned schedule
• Willingness to work a variety of shifts including evenings, weekends, and holidays
• Reliable attendance for full-time hours as scheduled
• Strong computer knowledge and ability to type at least 30 wpm
• Excellent English written communication
• Courtteous, friendly, and professional demeanor
• Willingness to follow procedures and policies
• Clear communication of information and ideas to others
• Ability to multitask across applications while assisting multiple customers
• Ability to thrive in a fast-paced, time-pressured environment
• Active listening with empathy and problem sensitivity to resolve customer needs
• Ability to handle conflicts and upset customers professionally
• Capability to sit, reach, communicate, type, read, and concentrate for extended periods
• Ability to use hands to handle objects and tools
• Prior call center experience preferred
• Experience in technical support or troubleshooting preferred
• Experience with AI tools preferred

Location on site: 650 Executive Center Dr. Greenville, SC 29615.