Customer Support - Wappingers Falls

Company: TEKsystems
Location: Wappingers Falls
Posted on: February 18, 2026

Job Description:

Job Description Job Description Customer Support Specialist – Tier 1 Location: Wappingers Falls, New York Department: Customer Service – 6030 Schedule: Monday–Friday, between 8AM–8PM (flexibility required) Job Description We are seeking a Customer Support Specialist – Tier 1 to serve as the first point of contact for both internal and external customers. In this role, you’ll 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 follow?up, 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 Responsibilities Customer 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: Same?day case resolution ? 85% End?to?end case ownership ? 80% Case reopen rate ? 3% (7?day window) Omni?channel response time ? 18 hours Quality Monitoring score ? 95% Phone abandonment rate below 2% Issue Resolution Troubleshoot Tier 1 customer issues and provide appropriate solutions. Escalate more complex cases to higher?level support teams when necessary. Ensure customers receive timely follow?ups 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. Cross?Functional 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. Customer?focused attitude with a high level of professionalism. Understanding of order entry, case management, and customer support workflows. Ability to work flexible hours between 8AM–8PM, including evenings, weekends, and occasional overtime. Bachelor’s 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: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • 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 We’re 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. We’re 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. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re 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 TEKsystems.com. 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.

Keywords: TEKsystems, New Britain , Customer Support - Wappingers Falls, Customer Service & Call Center , Wappingers Falls, Connecticut