Call Center Representative/Help Desk Support FT-PT REMOTE TEXAS ONLY (Start ASAP)

Bishop Dunne Catholic School is seeking a dedicated Call Center Representative / Help Desk Support to join our exceptional team. The ideal candidate will provide top-tier technical support to faculty and students, ensuring seamless technology integration within our academically rigorous environment.

Strong communication skills and a commitment to service excellence are essential as you address various technical challenges while supporting the school’s advanced technological initiatives.

Join our client during the busy open enrollment season to provide expert support and guidance to employees or clients in selecting, understanding, and enrolling in their benefit plans. Serving as a dedicated first point of contact, you'll ensure a seamless enrollment experience through empathy, accuracy, and timely resolution. The role will be REMOTE 5 days a week, Monday through Friday.

Key Responsibilities:

• Provide first-line technical support for faculty, staff, and students regarding hardware and software issues.
• Diagnose and resolve technical problems in a timely manner, escalating issues when necessary.
• Maintain and update the school’s computer systems and networks.
• Install and configure new hardware and software in line with school standards.
• Conduct training sessions for faculty and students on new technologies and tools.
• Handle high-volume inbound calls related to open enrollment, including eligibility questions, plan choices, costs, and timelines.
• Authentication and verification of callers to ensure secure access to benefit information and personal data.
• Educate callers on plan options-such as health, dental, vision, HSA/FSA contributions, premiums, network differences, and special enrollment circumstances.
• Walk customers through enrollment procedures, including form completion and documentation collection, ensuring accuracy and compliance with regulations (e.g. HIPAA).
• Navigate multiple systems or platforms (e.g. CRM, benefits portal, ticketing systems) to record interactions, input enrollment updates, and track issues until resolution.
• Escalate complex cases to supervisors or teammates while maintaining ownership and clear communication.
• Meet performance metrics such as call volume, handle time, first call resolution, accuracy, and customer satisfaction.
• Provide follow-up support via outbound calls when required (e.g. to collect missing documentation or clarify incomplete submissions).
• Stay up-to-date with benefit changes, plan modifications, and system enhancements during the enrollment season.

Qualifications

The ideal candidate will possess a strong background in computer science or a related field. A commitment to the educational mission of Bishop Dunne Catholic School and the ability to support a diverse student body are imperative.

• Candidates should demonstrate a solid understanding of technical support principles and be able to thrive in a fast-paced school environment.
• Knowledge of educational technologies and tools.
• Strong problem-solving abilities.
• Excellent communication and interpersonal skills.
• Excellent verbal communication and active listening skills, with empathy and patience under pressure.
• Strong typing/data entry skills (30+ WPM or equivalent comfort)
• Proven ability to multi? task, prioritize, and navigate between platforms while on calls.
• Reliable, detail? oriented, and able to maintain confidentiality and regulatory compliance.

Required Skills

• Customer Service
• Microsoft Officer