IT helpdesk analyst

IT Help Desk Agent / Insurance Customer Support Representative

Location: Hybrid (Plano, TX or Portsmouth, NH) Pay Rate: $20/hr Contract Type: 12-month contract (with potential to extend up to 24 months) Work Authorization: Must be a W-2 employee eligible to work in the U.S. without sponsorship

Interview process: Client will be using Hireflix for 1st round interviews as a virtual interview, then those we'd like to continue the process with client will conduct 2nd interviews live.

• Either over TEAMS or In-Person.

Training Requirements:

• 3-week training program that is instructor lead.
• Training is mandatory and scheduled for 35 hours per week. 8:30 am to 4:00 pm ET, Monday to Friday.
• Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based upon business needs.

We are seeking up to 10 candidates for an exciting opportunity with our insurance client. This role offers a flexible hybrid schedule, working from home for certain shifts, with a requirement for in-office presence for others. The position involves providing exceptional customer support, and candidates must be able to work efficiently in a remote setup with a strong, stable internet connection.

Key Responsibilities:

• Provide exceptional customer support via phone, email, or chat to insurance clients.
• Troubleshoot and resolve issues promptly, ensuring high-quality service.
• Collaborate with team members and escalate issues when necessary to ensure customer satisfaction.
• Maintain accurate records of customer interactions and follow up as needed.

Shift Details (Please specify your top 2 shift preferences on your resume):

• 10:00 AM - 6:00 PM (Mon - Fri, Days off: Sat, Sun)
• 11:00 AM - 7:00 PM (Mon - Fri, Days off: Sat, Sun)
• 12:00 PM - 8:00 PM (Mon - Fri, Days off: Sat, Sun)
• 4:00 PM - 12:00 AM (Mon - Fri, Days off: Sat, Sun)
• 4:00 PM - 12:00 AM (Sun - Thurs, Days off: Fri, Sat)

Work Model:

• Hybrid model: Two days per week in-office, three days remote for certain shifts. Off-hours shifts are 100% remote.
• Office Locations:
• Plano, TX Office: 7900 Windrose Ave, Plano, TX 75024
• Portsmouth, NH Office: 225 Borthwick Ave, Portsmouth, NH 03801
• In-office Requirement: Candidates for in-office shifts must live within 50 miles of the office locations and be willing to commute to the office 2 days per week.