Help Desk Support Representative
Posted
Title: Technical/Help Desk Support Representative
Work location & type (Onsite / Hybrid / Remote) : Hybrid, some onsite is required in the Fort Worth office as needed.
13501 Park Vista Blvd, Fort Worth, TX, USA 76177
Pay Rate: 24.00/HR
Duration: 04/13/2026 to 04/10/2027
Work schedule (days & time) : Mon Fri , typically shifts depend on business need but start as early as 7:00 am CST, to as late as 10:00 am CST, and depends on the status they have in the grading of the training. On site training required at Fort Worth, TX location
Required vs. preferred skills :
Preferred:
Essential Functions :
Job Level & Work Complexity
Minimum Requirements
Preferred Requirements
Work Environment
Work location & type (Onsite / Hybrid / Remote) : Hybrid, some onsite is required in the Fort Worth office as needed.
13501 Park Vista Blvd, Fort Worth, TX, USA 76177
Pay Rate: 24.00/HR
Duration: 04/13/2026 to 04/10/2027
Work schedule (days & time) : Mon Fri , typically shifts depend on business need but start as early as 7:00 am CST, to as late as 10:00 am CST, and depends on the status they have in the grading of the training. On site training required at Fort Worth, TX location
Required vs. preferred skills :
- Required 1-3 years experience in a call center environment, prefer Technical Support and will consider Customer Support with strong technical background.
- Using a Knowledge Base system or methodology for troubleshooting and diagnosing customer issues.
Preferred:
- Salesforce, Microsoft Teams, Service Now, Office products (Excel, Outlook, Word, Power Point), Smartsheet, Cisco Systems for phones/telephony, Verint.
- AI tools knowledge and usage.
- SAP knowledge is also helpful.
- If working from home, must have a secure wired ethernet connection.
- No outside connections such as working from Starbucks, McDonalds, etc. or wireless connections.
Essential Functions :
- Provide remote technical support to pharmaceutical customers using Client Connect ordering systems
- Diagnose, research, and resolve technical issues related to:
- Ordering workflows
- Standard software and hardware
- Handheld and mobile devices
- CSOS certificate activation and enablement
- Respond to inbound support requests via:
- Telephone
- Chat support
- Accurately document, track, and monitor incidents and requests in Salesforce to ensure timely resolution
- Escalate recurring, complex, or high impact issues to Business Analysts or Team Leads as appropriate
- Work in assigned inbound call queues based on Workforce Management direction
- Deliver technical guidance and basic training to customers and internal partners as needed
- Follow established procedures, security protocols, and documentation standards
- Meet or exceed defined service level and performance expectations
Job Level & Work Complexity
- Entry level professional role
- Works on problems of limited scope and complexity
- Uses readily available information and follows standard practices and procedures
- Exercises judgment within defined guidelines
- Receives moderate supervision with emphasis on learning and skill development
Minimum Requirements
- High school diploma or equivalent
- 1+ year of experience in:
- Technical support, help desk, or service desk environments OR
- Customer service with technical troubleshooting responsibilities
- Ability to troubleshoot software, hardware, and system issues
- Strong verbal and written communication skills
- Ability to document issues accurately in a case management system
- Ability to work scheduled shifts, including rotating weekends as required
Preferred Requirements
- Experience supporting Client Connect or similar healthcare technology platforms
- Experience with Salesforce or comparable ticketing systems
- Experience supporting handheld or mobile devices
- Healthcare, pharmaceutical, or regulated industry experience
- Demonstrated ability to meet KPI driven performance standards
- Core Competencies (Workday Aligned)
- Customer Focus
- Technical Troubleshooting
- Communication
- Quality & Accuracy
- Time Management
- Learning Agility
- Adherence to Process & Policy
Work Environment
- On site training required at Fort Worth, TX location
- Fast paced, metrics driven support environment
- Help Desk operations support extended business hours, including evenings and weekends
Featured