Job Description
Insight Global is seeking Customer Service Agents - Tier I - to join a Customer Care Center supporting a government client. This role is ideal for individuals passionate about delivering exceptional service and support to users in a fast-paced, dynamic environment. As the first point of contact, you’ll be the voice of support for state employees and affiliated users, helping resolve issues and ensuring a smooth technology experience. Your empathy, patience, and professionalism will set the tone for every interaction as the customer service team taking troubleshooting calls. We can pay anywhere from $15-20/hour depending on your experience.
Key Responsibilities:
- Provide friendly and efficient support via calls, chats, and emails, ensuring every user feels heard and helped.
- Troubleshoot basic technical issues related to hardware, software, networks, and applications, always with a customer-first mindset.
- Log all service requests and incidents accurately in the ticketing system, keeping users informed throughout the process.
- Escalate complex issues to Tier 2/3 teams while maintaining ownership and follow-up to ensure resolution.
- Use knowledge base articles and standard procedures to guide users effectively.
- Deliver consistent, high-quality customer service, even under pressure.
- Adapt communication style to support users with varying levels of technical understanding.
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/.
Required Skills & Experience
- High School diploma required; bachelor’s degree or equivalent experience preferred.
- Minimum 1 year of experience in customer service experience in a call center.
- Excellent communication and problem-solving skills.
- Ability to thrive in a team-oriented, fast-paced environment.
- Basic knowledge of Windows OS, Microsoft Office, and general IT systems.
Nice to Have Skills & Experience
- Experience with ServiceNow or similar ticketing platforms is a plus.
- Demonstrated technical aptitude or experience in a technical support role or environment.
Benefit packages for this role will start on the 31st 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.