Tier 1 Help Desk Agent

Title: Tier 1 Help Desk Agent

Duration: 6-month contract, potential extension/conversion

Location: Hybrid | Columbus, IN

Schedule: Standard business hours (Monday-Friday)

Must-Haves:

• Customer service, help desk, service desk, or technical support experience
• Strong customer-facing communication skills across phone, email, and digital channels
• Basic technical troubleshooting aptitude
• Experience working with or understanding ticketing systems
• Ability to triage, tag, route, and escalate support requests appropriately
• Comfortable troubleshooting basic browser/login issues, such as password access, browser changes, cookies/cache, etc.

Plusses:

• Help desk or technical customer support background
• Zendesk experience
• Dispatching or ticket queue experience
• Fleet-related customer support experience
• Experience supporting multiple digital products/platforms simultaneously
• Experience in an evolving support organization where processes and KPIs are still being developed

Day-to-Day:

• Serve as a Tier 1 point of contact for digital platform users
• Receive requests through email, phone, web forms, chatbot, and text-based channels
• Triage incoming support tickets and determine the appropriate next step
• Tag, route, dispatch, and escalate tickets to the appropriate teams
• Perform basic troubleshooting for login, password, browser, and access issues
• Follow documented troubleshooting steps and ask customers diagnostic questions
• Learn escalation paths and identify the appropriate internal resource for issues that cannot be resolved at Tier 1
• Provide customer-facing support while maintaining clear and timely communication
• Support fleet-related requests and business processes
• Help support increasing ticket volume as additional digital platforms and customers are onboarded
• Work alongside two existing Columbus-based agents for training and knowledge transfer
• Manage approximately 15 actionable tickets per agent per day based on current volume

Job Description: Insight Global is seeking a Tier 1 Help Desk Agentfor a top automotive and material-handling client. This candidate will join a growing digital customer support organization responsible for supporting multiple customer-facing platforms across phone, email, web, chatbot, and text channels. The individual will serve as a first line of support, triaging and routing tickets, performing basic technical troubleshooting, communicating with customers, and escalating more complex issues to the appropriate teams. This is an excellent opportunity for an early-career help desk or customer service professional who is technically curious, highly organized, adaptable, and eager to learn multiple digital platforms in a growing support environment.

Compensation: Exact compensation may vary based on several factors, including skills, experience, and education. 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.