Inbound Helpdesk Representative

About the role

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

Responsibilities

• Respond to inbound and outbound customer contacts in a courteous, timely, and professional manner
• Listen actively to understand customer needs and provide effective solutions
• Troubleshoot and resolve basic technical issues
• Research and retrieve information from internal systems; coordinate with other departments as needed
• Accurately document customer interactions and process claims
• Follow all client-specific procedures, scripts, and compliance requirements
• Use available resources and training materials to answer customer questions
• Escalate complex issues to the appropriate team or manager
• Ensure first-call resolution through effective problem-solving
• Stay current on program updates, systems, and processes by attending training and team meetings

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong communication skills both written and verbal
• Basic computer literacy, including familiarity with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to type at least 20 words per minute
• Comfortable navigating Windows-based applications and learning new systems
• Reliable high-speed wired internet connection (minimum 20 Mbps download speed)
• Strong organizational skills and attention to detail
• Ability to work scheduled shifts, including during training
• A customer-first mindset: empathetic, patient, and solution-oriented
• Ability to multitask, self-manage, and thrive in a fast-paced environment
• Team player with a positive attitude and strong interpersonal skills

Skills

• Excellent customer service skills
• Technical troubleshooting abilities
• Effective communication skills
• Basic computer proficiency

Benefits

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

Compensation details are provided in the Conditions of Employment section.

Schedule

The schedule for this role is provided in the Conditions of Employment section.