Information Technology Help Desk Analyst

🚨 W2 Contract Opportunity | Customer Service Representative | Insurance

📍 Location: Hybrid – Plano, TX / Portsmouth, NH | Some shifts 100% Remote

💼 Employment Type: W2 Contract

⏳ Duration: 12 Months with potential extension up to 24 months

💰 Pay Rate: $20/hr

👥 Openings: Up to 10 positions

🏠 Remote/Hybrid: Certain off-hours shifts are 100% remote; select shifts require 2 days onsite / 3 days remote

🚫 Strong Internet Required: Ethernet connection required; wireless connection is not permitted

📌 Important Resume Requirement

Candidates must list their TOP 2 preferred shifts at the very top of their resume. Resumes without shift preferences may not be considered.

Position Overview

Our insurance client is seeking Customer Service Representatives to join their team on a 12-month contract with potential extension up to 24 months. This position will support customers and internal partners while delivering professional, accurate, and timely service.

The ideal candidate will have strong communication skills, reliability, attention to detail, and the ability to work independently in a structured environment.

🕐 Available Shifts

Candidates should indicate their Top 2 shift preferences on their resume:

1. 12:00 AM – 8:30 AM | Sunday–Thursday | Off: Friday/Saturday
2. 4:00 PM – 12:30 AM | Sunday–Thursday | Off: Friday/Saturday
3. 4:00 PM – 12:30 AM | Tuesday–Saturday | Off: Sunday/Monday
4. 12:00 AM – 8:30 AM | Monday–Friday | Off: Saturday/Sunday
5. 8:00 AM – 4:00 PM | Monday, Tuesday, Wednesday, Saturday, Sunday | Off: Thursday/Friday
6. 10:00 AM – 6:00 PM | Monday–Friday | Off: Saturday/Sunday

All shifts include: 15-minute paid breaks and one unpaid 30-minute lunch.

🏢 Work Location

For applicable hybrid shifts, candidates must live within 50 miles of one of the following offices and be willing to commute 2 days per week:

Plano, TX

7900 Windrose Ave, Plano, TX 75024

Portsmouth, NH

225 Borthwick Ave, Portsmouth, NH 03801

Certain off-hours shifts are 100% remote.

🎓 Training Requirements

• Mandatory 3-week instructor-led training
• Training schedule: Monday–Friday, 8:30 AM–4:00 PM ET
• Training is approximately 35 hours per week
• After successful completion of training and demonstrated proficiency, the assigned shift may change based on business needs.
• Reliable high-speed internet is required.
• Candidates must connect via Ethernet cable; wireless/Wi-Fi connection is not permitted.

🎯 Key Responsibilities

• Provide professional and timely customer service through designated channels.
• Research customer inquiries and provide accurate information and resolutions.
• Follow established insurance processes, procedures, and quality standards.
• Document customer interactions and maintain accurate records.
• Escalate complex issues when appropriate.
• Work effectively in a fast-paced, structured environment.
• Meet productivity, quality, attendance, and performance expectations.
• Collaborate with team members and internal business partners.
• Maintain confidentiality and handle customer information appropriately.

✅ Qualifications

• Customer service or call center experience preferred.
• Insurance, financial services, or related industry experience is a plus.
• Strong verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Ability to work assigned shifts, including overnight/evening/weekend schedules.
• Reliable attendance and ability to complete mandatory training.
• Comfortable working in a remote/hybrid environment.
• Must have a stable internet connection and Ethernet capability.

🎥 Interview Process

Round 1: Hireflix virtual interview

Round 2: Live interview via Microsoft Teams or in person for selected candidates.

Candidate email address is required so the client can send the Hireflix interview invitation.

⭐ Top 5 Must-Have Skills

1. Customer Service
2. Strong Communication Skills
3. Attention to Detail
4. Reliability & Schedule Flexibility
5. Insurance / Financial Services Experience