2810-Technical Support Mentor

Hourly Pay Range:

$18.00/hour - $20.00/hour + Mentor Differential

Position Purpose:

Support the development of Customer Service and Sales Representatives by providing guidance, answering questions, and reinforcing training to build confidence and drive performance. Additionally, provide support for escalated customer concerns and third-party service interactions through specialized support channels. *Position is on-site in our Tucson, AZ contact center.*

Essential Functions and Responsibilities:

• Support customers experiencing ongoing issues by providing a higher level of service and consistent follow-up until resolution.
• Handle requests from third-party businesses to help resolve issues impacting end users.
• Serve as a subject matter expert (SME) by responding to agent inquiries, troubleshooting customer issues, and providing clear, timely guidance to drive resolution and improve performance.
• Deliver real-time peer feedback and coaching during training and transition phases of employment.
• Participate in pre- and debrief sessions, as well as performance assessments.
• Perform additional duties as assigned.