Bound Call Center Representative

Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland Security. We are looking for candidates with previous experience in providing end‑user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

Note: This position requires a Public Trust Clearance.

• Operates in a high-volume, metrics‑driven call center environment.
• Flexible with work schedule to support the Call Center’s needs during operating hours.
• Multi‑tasks and researches information on multiple databases simultaneously.
• Enters data while communicating with stakeholders.
• Conceptualizes scenarios and communicates them effectively to stakeholders.
• Works independently, efficiently interpreting research and analyzing information from various sources.
• Communicates effectively both orally (in groups and one‑on‑one) and in writing.
• Listens actively to sensitive information.
• Navigates national web‑based tracking systems related to SEVIS and Fee Payment.
• Analyzes multifaceted issues relating to the SEVIS system.
• Provides support to international stakeholders and academic institutions.
• Utilizes telephony systems, CRM, Microsoft Dynamics, other ticket trackers, and Microsoft Office Suite.

• High school diploma required.
• Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.
• HDI Certification is highly preferred but not required.

Insight Technology Solutions is an Equal Opportunity Employer.

Mid‑Senior level

Full‑time

Other

Technology, Information and Internet