Trainee Help Desk Tier 2 Jobs in Boca Raton, FL (NOW HIRING)

Capitol Bridge is seeking a dynamic and experienced individual to join our team as aCustomer Service Representativein Weston, FL to support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance.

Location: Within 50 miles of Weston, FL

This is a remote position with occasional travel to the designated site for training or other business needs, as required

Training: 2 weeks paid training onsite in Weston, FL

Pay and Benefits:

• Salary: 17.50 p/h

• Health Insurance - medical, dental, vision & pharmacy benefits. (Employer contribution included)

• Company sponsored Life Insurance.

• 401K Retirement plan.

• Paid Time Off

• Employee Assistance Program

• Paid Training

• Paid Holidays

Position Overview:

The Intermediate Help Desk Operator delivers front-line customer support by handling inbound and outbound calls, emails, and inquiries from DEA registrants and clients. This role focuses on resolving routine issues quickly and accurately while escalating complex matters to senior operators. Strong multitasking, attention to detail, and commitment to meeting service performance standards are essential.

Key Responsibilities:

• Expected to answer calls (inbound/outbound) and emails in addition to other source items.

• Provide world-class customer service and assist clients with problems or issues.

• Able to handle large orders and tasks at one time by multitasking.

• Provide support to both clients, DEA registrants, and contractors.

• Must be accurate and efficient with all documentation and delivery of services.

• Provide customer support services to the DEA registrant community.

• Respond to customer issues utilizing problem recognition, research, isolation, resolution, and follow-up steps to resolve the issue.

• Provide first-tier support to end users for call support and resolve fewer complex problems immediately. More complex problems shall be referred to senior level Help Desk Operators.

• Possesses specialized experience which may include, but is not limited to: acquisition, finance, material, supply chain, personnel, data and other management areas. Analyzes customers' needs to determine functional requirements. Performs functional responsibilities in an independent manner.

• Meet or exceed all project requirements and metric performance requirements such as Quality Assurance, Average handle Time, Adherence and Attendance.

• Be able to accept critical feedback and implement changes quickly.

• Be able to adapt to change.

Reasonable Accommodation:

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement:

Capitol Bridge, Inc. is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice:

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.