Helpdesk Support Agent

Job Summary

Providing remote Tier 1 and preliminary Tier 2 support, the full-time Helpdesk Support Agent will manage inquiries via phone and email, ensuring accurate incident recording and adherence to compliance standards while maintaining a customer-first mindset.

Key responsibilities

• Deliver courteous and timely support for a variety of program-related inquiries
• Accurately record and process customer incidents using multiple software applications
• Follow documented workflows and escalation procedures to meet service levels and compliance standards

Required qualifications

• At least 2 years of call center or customer service experience
• 2+ years of experience with computer-based CRM systems for ticket management
• Ability to pass a federal background check and maintain Public Trust clearance
• Must have lived in the United States for at least 3 of the past 5 years
• High school diploma or equivalent