Help Desk Support Representative Job Fort Worth area,Texas USA,IT/Tech

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 :

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
Email
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


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