Customer Support - Wappingers Falls

Customer Support Specialist u2013 Tier 1 Location: Wappingers Falls, New York Department: Customer Service u2013 6030 Schedule: Mondayu2013Friday, between 8AMu20138PM (flexibility required) Job Description We are seeking a Customer Support Specialist u2013 Tier 1 to serve as the first point of contact for both internal and external customers. In this role, youu2019ll provide timely, accurate, and empathetic support across phone, email, chat, and other communication channels. You will guide customers throughout their entire support journey, ensuring clear communication, proper followu2011up, and thorough documentation of each interaction. This position requires someone who can deliver a professional customer experience while maintaining strong attention to detail and meeting established quality and performance standards. Key ResponsibilitiesCustomer Support & Communication + Respond to customer inquiries via phone, email, chat, or other channels. + Gather information efficiently to understand customer needs and provide accurate solutions. + Educate customers on product usage and available resources. + Communicate clearly, professionally, and with empathy. Case Documentation & Quality Assurance + Record all customer interactions in the CRM system. + Maintain accurate, complete case documentation in alignment with internal policies. + Identify trends and escalate issues when needed. + Meet performance expectations, including: + Sameu2011day case resolution u2265 85% + Endu2011tou2011end case ownership u2265 80% + Case reopen rate u2264 3% (7u2011day window) + Omniu2011channel response time u2264 18 hours + Quality Monitoring score u2265 95% + Phone abandonment rate below 2% Issue Resolution + Troubleshoot Tier 1 customer issues and provide appropriate solutions. + Escalate more complex cases to higheru2011level support teams when necessary. + Ensure customers receive timely followu2011ups until resolution is complete. Training & Continuous Improvement + Participate in ongoing training and development sessions. + Provide feedback to improve processes and customer experience. + Adapt to changes in procedures, priorities, and customer needs. Crossu2011Functional Collaboration + Work collaboratively with sales, technical support, logistics, and other internal teams to resolve customer needs and improve service delivery. Requirements + Minimum 0-2 years of customer service or help desk experience. + Strong written and verbal communication skills. + Proficiency in computer applications, including Microsoft programs, internet protocols, and database systems. + Analytical mindset with the ability to troubleshoot and resolve issues. + Ability to multitask, prioritize, and work with a sense of urgency. + Strong organizational skills and independent work capability. + Customeru2011focused attitude with a high level of professionalism. + Understanding of order entry, case management, and customer support workflows. + Ability to work flexible hours between 8AMu20138PM, including evenings, weekends, and occasional overtime. + Bacheloru2019s degree preferred but not required. Job Type & Location This is a Contract position based out of Wappingers Falls, NY. Pay and Benefits The pay range for this position is $17.00 - $20.00/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: u2022 Medical, dental & vision u2022 Critical Illness, Accident, and Hospital u2022 401(k) Retirement Plan u2013 Pre-tax and Roth post-tax contributions available u2022 Life Insurance (Voluntary Life & AD&D for the employee and dependents) u2022 Short and long-term disability u2022 Health Spending Account (HSA) u2022 Transportation benefits u2022 Employee Assistance Program u2022 Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Wappingers Falls,NY. Application Deadline This position is anticipated to close on Feb 25, 2026. h4>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 Weu2019re 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. Weu2019re 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. Weu2019re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Weu2019re 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 . 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.

Created: 2026-02-13