Help Desk Analyst

Responsibilities:

• Conduct inbound video verification calls with members, ensuring a friendly and professional experience
• Verify member identities across multiple communities by requesting and validating required documentation
• Address member inquiries and concerns related to the verification process
• Assist with account recovery to track, manage and resolve members’ issues, ensuring a secure and efficient resolution
• Embrace and implement the tactics and techniques provided by leadership during coaching/ training sessions in order to achieve desired goals
• Adhere to the companies Quality Assurance program and the associated policies
• Collaborate with team leads and management to enhance the verification process
• Stay updated on company policies, procedures, and industry regulations

Education and Experience:

• High school diploma or equivalent required
• At least one year of experience in customer support role preferably in a contact center environment
• Proficiency in using Mac and/PC platforms for daily operations
• Proficiency in using video conferencing software like Zoom
• Proficiency in using Google Suite
• Proficiency in using ticketing software like Zendesk

Required Skills & Competencies:

• Excellent written and verbal communication skills
• Excellent interpersonal skills and capable of de-escalating conflict
• Consistently demonstrates punctuality and reliability in attendance
• Ability and willingness to work in-office five days per week
• Ability to handle sensitive information with confidentiality
• Ability to thrive in a fast-paced environment when there are changing priorities
• Ability to be a team player with a strong, self-managing work ethic
• Ability to be a self-starter with a passion for learning and continuous improvement

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer

What We Offer:

• Full-Time Hours: 40 hours per week schedule, with overtime opportunities!
• Our Contact Center is a 24/7 operation, we have multiple shifts to choose from
• Competitive salary and benefits package
• Shift differential for nights and overnights
• Medical, Dental, and Vision Insurance
• Eligible for 15 days of accrued Paid Time Off annually
• Paid training and ongoing professional development

Job Type: Full-time

Pay: $55,029.00 - $67,019.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Zendesk: 1 year (Required)
• Customer service: 3 years (Required)

Ability to Commute:

• Tampa, FL 33660 (Required)

Work Location: In person

Salary : $55,029 - $67,019