Member Services Help Desk

$29-$31/hr help Desk Supporting Products role. 3 days onsite in Irving, Texas.

Seeking a Customer Support Center Specialist to serve providers, suppliers, and internal and external customers by phone and email. This is a contact-center role that blends customer service with technical troubleshooting: the right person reads between the lines of what a customer is asking, asks sharp follow-up questions to isolate the real issue, and is resourceful enough to research an answer rather than wait to be handed one.

Training runs approximately six weeks; after that, the person retains detail across a broad product set and works a fixed shift, so dependability is a high priority.

• Communicate and coordinate with customers, members, field teams, business partners, distributors, and suppliers to resolve issues in a timely manner.
• Assist members with password reset issues via phone and provide troubleshooting support on products.
• Provide website support to members via phone and, at times, email or chat.
• Log member interactions, transactions, inquiries, complaints, and actions taken in the CRM tool.
• Proactively initiate customer contact to identify and address customer needs.
• Monitor the resolution process to ensure other departments follow through on requests.
• Research multiple databases to provide accurate product and service information to members.
• Follow up on member inquiries that are not immediately resolved and escalates unresolved issues to Level II support.

• 4+ years of phone and email support experience for products, including issues that require research and may take days to resolve.
• Customer-service-first mentality demonstrated through experience, with a professional, flexible, client-facing track record.
• Call center environment experience with a professional phone presence that reflects company values and tone.
• Strong critical thinking, problem-solving, and troubleshooting abilities, with sound reading comprehension.
• The ability to work independently, manage competing priorities, and take ownership of issues through resolution while collaborating across teams.
• Excellent written and verbal communication skills and a professional, client-focused demeanor.
• Self-driven and curious by nature — comfortable retaining detail across a large product set and researching independently to find answers rather than requiring training on every scenario.

• 1+ year of help desk experience.
• Experience supporting a broad portfolio of consumer products (web and app), ideally 10 or more.
• Experience working in a fast-paced, high-volume support environment.