Seasonal Tier 1 Tech Support Agent

• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary

You enjoy helping people and figuring things out. You can listen closely, understand what someone really needs, and guide them to a solution in a way that's clear and approachable. In this role, you'll support teachers, administrators, students, and parents using education tools-balancing technical troubleshooting with great customer care. You're comfortable working through issues step by step, asking the right questions, and finding the best path forward. You stay calm when things get tricky, keep details organized, and make sure every interaction is handled thoughtfully and accurately. You don't need to come from a formal IT background-what matters most is your ability to communicate well, think critically, and make each experience a positive one while helping improve how we support others over time., * High school diploma or GED

• 3+ years of experience in tech support, customer service, call centers, or online support (chat/social media)
• Ethernet connection and a distraction-free work area
• Strong communication and customer service skills, including listening, empathy, and problem-solving
• Able to clearly write and document customer issues
• Comfortable multitasking across systems while helping customers
• Able to handle a high volume of work, including back-to-back calls or cases
• Familiar with common web browsers (Chrome, Edge, Safari, Firefox)
• Basic knowledge of Microsoft Office
• Experience with Salesforce is a plus

For Internal Candidates: ** **

• Must not be on any corrective action or performance plans
• Must have held your current position for 6+ months
• Must have relevant industry/program experience

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture-we build it, live it, and keep making lives better every day.

What We Offer:

• Health, dental, and vision coverage with HSA options
• Flexible pay options: daily or weekly pay
• Paid time off
• 401(k) retirement plan
• Performance-based bonuses and incentives
• Paid training and tuition reimbursement
• Leadership development programs that really grow your career
• Career advancement opportunities across multiple departments
• Open access courses through Alorica Academy
• Employee assistance program for personal and professional support
• Wellness programs to support your physical and mental health
• Inclusive and diverse workplace culture
• Recognition programs that celebrate your achievements
• Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more
• Additional voluntary benefits to meet your individual needs
• Referral bonuses for bringing great people to the team
• Modern tools and technology to help you succeed

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges-and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.