Technical Support - AI Support Inbound Voice

In this full-time onsite Technical Support Specialist role in Greenville, SC, you will provide functional and technical assistance to customers through inbound voice calls. The position uses AI-enabled tools to help engage callers, troubleshoot issues, document results, and meet performance and compliance expectations in a high-volume call center environment.

Role Overview

You will support a client’s customers by diagnosing and resolving technical and functional problems. You will use voice support paired with AI tools to review caller information, ask probing questions, isolate issues, and communicate clear resolutions. The work is performed onsite and requires strict adherence to a scheduled full-time shift in a structured, fast-paced setting.

Responsibilities

• Provide functional and technical support to a client’s customers
• Resolve customer issues while maintaining a high level of professionalism and customer satisfaction
• Ensure compliance within established guidelines
• Engage customers via inbound voice calls by reviewing information provided and analyzing to isolate technical issues
• Use patience and empathy when supporting customers with time-sensitive technical problems
• Navigate multiple applications to research solutions
• Multitask across systems while delivering step-by-step instructions with accuracy and timeliness
• Support customers through conflict resolution, including frustrated situations, using service orientation and social perceptiveness
• Work independently with discipline and motivation to succeed onsite in a call center environment
• Follow a highly structured schedule with strict adherence to your assigned full-time hours while handling high-volume inbound inquiries
• Receive, diagnose, and log customer issues, ensuring proper documentation and timely incident notification and escalation
• Report application issues, document troubleshooting actions, and identify opportunities for product improvement and quality assurance

Requirements

• Must be at least 18 years or older
• High School Diploma or equivalent
• Ability to successfully pass a criminal background check
• Reasonable driving distance to the Greenville, SC onsite location
• Ability to work onsite for a full-time work week, with overtime opportunities as needed
• Ability to maintain 100% strict adherence to the assigned schedule
• Ability to work a variety of shifts based on business needs, including evenings, weekends, and holidays
• Ability to work full-time hours with reliable attendance according to the assigned schedule
• Strong computer knowledge, including accurate typing of at least 30 wpm
• Excellent English verbal and written communication skills
• Courteous, friendly approach with a high level of professionalism
• Willingness to follow procedures and adhere to policies
• Ability to communicate information clearly so others can understand and exchange accurate information
• Ability to multitask across applications while supporting multiple customers
• Ability to thrive in a fast-paced, time-pressured environment with back-to-back customer interactions
• Ability to actively listen, demonstrate empathy, and apply problem sensitivity while solving customer problems
• Highly adept at handling a high frequency of conflict situations and upset customers
• Ability to sit, reach, communicate verbally and electronically, type, read, multitask, and concentrate for extended periods
• Ability to use hands to handle, control, or feel objects, tools, or controls
• Previous call center experience (preferred)
• Experience in a technical support role or troubleshooting with basic technical support knowledge (preferred)
• Experience with AI tools (preferred)

Compensation and Schedule

• Pay: USD 20 per hour
• Incentives: monthly performance-based incentives
• Overnight shift: shift differential available
• Shift options: shifts available 24/7, including traditional 8-hour/5-day and 10-hour/4-day schedules
• Work model: full-time onsite in Greenville, SC

Benefits

• Health benefits for you and your family, including medical, dental, vision, plus an Employee Assistance Program
• 401(k) investment options with employer match, plus paid vacation time
• Flexible pay options: Daily Pay, Bi-Weekly Pay, Direct Deposit, and Pay Cards
• Continuous skill development and clear paths for career advancement within a global company of 30,000+ experts

Onsite Location

650 Executive Center Dr. Greenville, SC 29615

About Transcom

Transcom is a global customer experience specialist providing customer care, sales, technical support, and credit management services through an extensive network of contact centers and work-at-home agents. The company supports 30,000+ customer experience specialists across over 90 contact centers in 28 countries, delivering services in 33 languages to international brands in various industry verticals.