Fmls
Customer Care Representative (CCR)
Atlanta, Georgia
Sponsorship not specifiedDetected 29 days ago
Customer SupportCommunicationProblem Solving
About the role
- Identify trends, recurring technical issues, and potential product defects, and communicate findings to the appropriate internal teams for review and resolution.
- Contribute continuous improvement by recommending process enhancements, knowledge base updates, and supporting documentation improvements.
Responsibilities
- Provide first-level technical support to members by phone, email, and LiveChat, resolving access, navigation, browser, and product-related issues in a professional and timely manner.
- Troubleshoot software, login, password, account, and basic device compatibility issues using standard diagnostic steps and approved support resources.
- Document all member interactions, troubleshooting steps, resolutions, and follow-up actions thoroughly in the ticketing or call tracking system.
- Maintain ownership of support cases from initial contact through resolution or escalation, ensuring members receive accurate updates and appropriate follow-up.
- Escalate unresolved, complex, or system-wide issues to senior support staff, Product Champions, or management with complete and accurate case details.
- Assist members with basic product guidance and how-to support, while directing them to formal training resources when more in-depth instruction is needed.
- Support service level expectations by remaining available during scheduled support hours, managing assigned queues, and prioritizing cases based on urgency and impact.
- Experience using ticketing, call tracking, or case management systems to document incidents and manage follow-up actions.
- Ability to manage multiple support requests simultaneously while maintaining professionalism, responsiveness, and quality of service.
- Ability to work independently, follow escalation procedures, and adapt quickly to changing technologies, products, and support priorities.
Requirements
- Minimum of one (1) year of professional experience in a technical support, customer support, or help desk environment required.
- Other Essential Job Functions & Skills: Strong technical troubleshooting skills with the ability to diagnose and resolve common software, browser, login, and account-related issues.
Nice to have
- Demonstrated ability to communicate technical information clearly and professionally to non-technical users while delivering responsive, customer-focused service preferred.
- Associate's degree, Bachelor's degree, or equivalent technical training preferred.
Skills
- Working knowledge of Windows, Mac, mobile devices, tablets, and mainstream web browsers including Edge, Chrome, Firefox, and Safari.
- Ability to explain technical concepts clearly to non-technical users and provide step-by-step guidance in a customer-friendly manner.
- Strong attention to detail and commitment to accurate case documentation, issue reproduction, and resolution tracking.
This listing is sourced directly from Fmls's careers page and normalized into a canonical job model.