Representative 2/L1 Help Desk (Customer Service)

Title: Representative 2/L1 Help Desk (Customer Service)
Location: Fully Remote
Duration: 6 Months

Must work EST hours*
Shift = Monday-Friday -8-hour assigned shift can be between 8:00am -9:00pmEST
Training = Monday-Friday -8am-4:30pm EST.

Questionnaire:
Add city and state at the top of the resume
1. Do they have reliable internet at home with ethernet connection (required)?
2. They have a quiet place to work at home remotely?
3. Are they comfortable working up to 9pm EST?
4. Do they have experience in a virtual call center environment? IT (non-technical) help desk support?
5. Must be on camera for interview.


We are filling two open positions in preparation for our upcoming surge to support our members experiencing technical difficulties within our mobile app or website. This is a member service/ customer service role, though experience in virtual help desk support is a plus. While members may have difficulties with registration or logging into their account, our focus is to understand what the member has tried and guide them through the process. Sometimes the request is to help them navigate or understand information contained within the website or mobile app. If there is an issue with the application, then your role would be to escalate to the engineering team.

We are looking for individuals who enjoy troubleshooting and finding solutions. Exceptional listening skills are a necessity and ability to communicate directions and adapt them as needed from member to member is a must. IT certifications are not required for this role. Working in a similar help desk support role is preferred but not required.

The call center is open from 8:00 am to 9:00 pm ET, Monday through Friday, and this is a work from home position. Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended. You should be willing to work until 9:00 pm ET. Training will take approximately three weeks and we expect 100% attendance during training which is held from 8:00 am to 4:30 pm ET, Monday through Friday.

All equipment will be provided and must be returned upon separation from the company. Only company issued equipment is approved for use.