Job Description
Are you passionate about helping others and solving technical issues? We're looking for enthusiastic individuals to join our remote team as Contact Center Agents! In this role, you'll support system users via phone, chat, and webform submissions. You'll provide troubleshooting assistance, resolve issues, and escalate tickets when necessary. Whether you're a seasoned tech support professional or new to the field, we offer paid training and support to help you grow and succeed.
Key Responsibilities:
Respond to help desk tickets that cannot be resolved by automated systems, using our knowledge base and tools.
Provide exceptional customer service by assisting users with technical issues via phone, chat, or webforms.
Strive to meet customer service goals, ensuring a smooth and positive experience for those seeking government-related services.
Accurately escalate complex issues to the appropriate team, capturing relevant information for follow-up.
Maintain a professional, empathetic, and helpful demeanor while addressing customer concerns.
Participate in ongoing training and development opportunities.
Minimum Qualifications:
High school diploma or equivalent.
Ability to type at least 30 words per minute.
Excellent computer skills with a strong ability to troubleshoot technical issues.
Professional communication skills, both written and verbal.
Strong attention to detail, with the ability to multi-task and manage time effectively.
Empathy and patience when assisting customers with technical difficulties.
Must be able to pass a federal background check and provide two valid forms of ID.
Preferred Qualifications:
Previous customer service experience (1+ years).
Experience with submitting and managing IT Help Desk service tickets (6+ months).
Contact Center or technical support experience (6+ months).
Work Schedule:
Full-time (40 hours/week) and part-time (24-30 hours/week) positions available.
Shifts between 8 AM - 8 PM ET, Monday through Friday.
Virtual training will take place Monday to Friday for 6 weeks from 12 PM to 4 PM ET.
Home Office Requirements:
High-speed internet (minimum 10 Mbps download, 5 Mbps upload; preferred 20 Mbps download) via cable, DSL, or fiber (no hotspots or wireless connections).
A dedicated, quiet workspace to protect sensitive information.
Ability to sit for extended periods and follow a structured work schedule.
Physical Demands:
Sitting for most of the workday, typing, and using a computer.
Clear speech and hearing abilities, along with close vision and depth perception.
Equal Opportunity Employment:
We are committed to equal employment opportunities for all qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Employment Type: Full-Time
Salary: $ 17.00 Per Hour
Job Tags
Hourly pay, Full time, Part time, Home office, Shift work, Monday to Friday,