Convergys Help Desk Technical Support Professional in Tampa, Florida

Job Title:

Help Desk Technical Support Professional

Job Description

What will your next job look like? Will it provide hands-on, technical and customer-facing training designed just for you—the eager self-starter? Will you have the perfect balance of being part of an established company, with a start-up, entrepreneurism like no other in the industry?

Do you have technical aptitude? Can you build and troubleshoot computers? Do you have A+ knowledge? Imagine what a 6-week full paid training class, and the full weight of our Client behind you, will do for your career. You will have full support, work with leads to set a career path just for you...all this while making $12.50-$15.00/hr! If you have an entrepreneurial spirit and a customer-first mentality, we can teach you the rest.

If this is the job you dreamed…then a Technical Support Agent role at Convergys might be perfect for you. Our client is a 100,000 member-strong, global company, with sights set on changing the world.

As a Technical Support Agent, you will be resident problem-solver, providing front-line support for our client. In this role, you will have the opportunity to use your expertise to identify issues, investigate root causes, and recommend solutions. You will have the opportunity to partner with our highly skilled technical advisors, who provide solutions to our customer’s most complex issues. You can be a hero by being the first person to resolve our customers IT issues, but you will have the backing of our technical support team as the complexity of issues increases.

This is the reason our Technical Support Agents go on to do such great things in their career. They are receiving world-class training, on the job.

Responsible for providing, to external Services customer accounts, telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.

Essential Functions/Core Responsibilities

  • Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.

  • Assists customers by diagnosing problems and providing resolutions for technical service or care issues.

  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

  • Identifies, researches and provides input on unique or recurring customer problems.

  • Remains knowledgeable of our client’s product line, current industry products and technologies.

  • Focuses on delivering a positive customer experience according to client’s standards.

  • Monitors and tracks issues to ensure accurate resolution.

  • May be involved in revenue generation activities with current customers.

  • Reviews and distributes pertinent cross-functional information.

  • Escalates more complex customer technical issues to senior level support.

  • Contributes to own team/closely related teams through quality and efficiency of own work.

  • Applies communication skills to provide service, coordinate information and collaborate with others.

  • Listens and asks questions to solicit feedback to understand needs and provide service.

  • May communicate sensitive and confidential information.

  • Regularly interacts with customers and first line management


  • Solves moderately complex customer issues on any product.

  • Provides first- or second-level support in the inbound or outbound contact center.

  • Prioritizes work based on time and complexity requirements. Exercises sensitivity to due process and proper pacing.

  • Routes customers when appropriate to proper support queues.

  • May identify opportunities for process improvements that contribute to the achievement of business metric goals.

  • Solves problems consistently and completely with minimum supervision.

  • Partners with team members to obtain resolutions to complex technical issues.

  • First point of contact for customer escalations.


USA, Tampa, FL

Language Requirements:

Time Type:

Full time

Who We Are

At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.

For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.

For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!

Customer Service Careers

For anyone who dreams of a successful career, there’s a beginning - a point at which you choose a path to take. For many, and hopefully this includes you, Convergys is that beginning. We have the privilege of leading a team of talented and motivated professionals working in locations all over the world, united by a common goal: helping our clients maintain exceptional relationships with their customers. This focus on relationships isn’t simply a service we provide – it’s the foundation for how we work together, value our team members and invest in our communities.

What can you expect from a career at Convergys:

  • Knowledge and skill development

  • Multiple career path opportunities

  • A wide array of benefits and performance-based rewards

  • World-class facilities and work environment

At Convergys, you are at the driver's seat of your career development and will have many opportunities to grow personally and professionally. Classroom and computer-based training, talent development, and employee engagement programs will help you and your teams succeed and have fun!

Build Your Career With Convergys

When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!

Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.

Convergys has careers available in 31 countries at 150+ locations.

Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.

Convergys is an EEO/AA/M/F/Vet/Disability Employer.