What are the responsibilities and job description for the Service Desk Agent position at InfiCare Inc.?
Role : Service Desk Agent
Location : Dallas, TX (Onsite)
NOTE: CRM/ Salesforce experience is mandatory
Job Summary:
- We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.
- This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
- This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.
Key Responsibilities:
- Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
- Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
- Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
- Proactively minimize hold times and ensure a smooth, positive experience for callers.
- Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
- Maintain clear documentation of all interactions and support activities.
- Help reduce call abandonment rates and increase responsiveness through process awareness.
- Stay current on evolving tools, systems, and internal workflows.
Requirements:
- Experience in a customer-facing technical support or contact center role.
- Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
- Strong communication, active listening, and troubleshooting skills.
- Ability to thrive in a fast-paced, high-volume support environment.
- Strong ownership mindset and willingness to adapt to changing support demands.
Preferred Qualifications:
- Experience supporting government or public-sector entities is a plus.
- Familiarity with ITIL/SLAs/service desk processes preferred.
- Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.