Video Customer Service Representative

Insight Global is seeking a Customer Service Representative for a high‑growth, customer‑focused organization leveraging modern, video‑enabled support. This individual will serve as the front line of customer experience, providing white‑glove service through video, voice, and chat interactions. The ideal candidate is empathetic, technically capable, and confident on camera, with the ability to guide customers through troubleshooting while creating a positive, reassuring experience. This role operates in a fast‑paced, quality‑driven contact center environment and offers strong coaching, development, and growth opportunities.

Day‑to‑Day:

• Handle inbound customer interactions via video, voice, and chat
• Support one customer at a time, taking the first incoming interaction
• Troubleshoot technical issues related to smart devices, mobile apps, connectivity, and user setup
• Deliver high‑quality issue resolution with a strong focus on customer experience
• De‑escalate upset customers while providing empathetic, solution‑focused support
• Accurately document customer interactions and outcomes in CRM systems
• Identify and escalate trends or recurring issues to leadership
• Partner with senior agents and supervisors for escalations when needed
• Adhere to schedule, attendance, quality, and performance expectations
• Maintain professional on‑camera presence and virtual background standards
• This position is a 9-month contract-to-hire with an hourly rate between $20-22/hr dependent on experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

•US‑based with reliable broadband internet (approx. 50 Mbps down / 5 Mbps up)
•Distraction‑free, professional work‑from‑home environment
•Comfortable working on camera (video ~50% of customer interactions)
•3+ years of customer service experience (retail, e‑commerce, sales, or similar)
•Strong verbal communication and de‑escalation skills
•Comfortable supporting elderly customers with patience and empathy
•Moderate technical aptitude (apps, smartphones, smart devices, basic troubleshooting)
•Ability to explain technical concepts in simple, relatable terms
•Comfortable handling voice, chat, and video interactions (one customer at a time)
•Familiarity with Windows desktops and Chrome browser
•Experience using Google Workspace or Microsoft Office tools
•Strong typing, multitasking, and documentation skills•
•Ability to work scheduled shifts within Eastern Time operational hours
•Professional on‑camera appearance

• Prior call center or contact center experience
• Experience supporting video‑based customer interactions
• Familiarity with CRM or ticketing systems
• Experience working in high‑volume support environments
• Technical support experience with connected devices, apps, Bluetooth, Wi‑Fi, or LTE

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.