Job Description

Insight Global is seeking a Customer Service Representative for a high‑growth, customer‑focused organization leveraging modern, video‑enabled support. This individual will serve as the front line of customer experience, providing white‑glove service through video, voice, and chat interactions. The ideal candidate is empathetic, technically capable, and confident on camera, with the ability to guide customers through troubleshooting while creating a positive, reassuring experience. This role operates in a fast‑paced, quality‑driven contact center environment and offers strong coaching, development, and growth opportunities.

Day‑to‑Day:

• Handle inbound customer interactions via video, voice, and chat
• Support one customer at a time, taking the first incoming interaction
• Troubleshoot technical issues related to smart devices, mobile apps, connectivity, and user setup
• Deliver high‑quality issue resolution with a strong focus on customer experience
• De‑escalate upset customers while providing empathetic, solution‑focused support
• Accurately document customer interactions and outcomes in CRM systems
• Identify and escalate trends or recurring issues to leadership
• Partner with senior agents and supervisors for escalations when needed
• Adhere to schedule, attendance, quality, and performance expectations
• Maintain professional on‑camera presence and virtual background standards

This position is a 9-month contract-to-hire with an hourly rate between $20-22/hr dependent on experience

REQUIRED SKILLS AND EXPERIENCE

• US‑based with reliable broadband internet (approx. 50 Mbps down / 5 Mbps up)
• Distraction‑free, professional work‑from‑home environment
• Comfortable working on camera (video ~50% of customer interactions)
• 3+ years of customer service experience (retail, e‑commerce, sales, or similar)
• Strong verbal communication and de‑escalation skills
• Comfortable supporting elderly customers with patience and empathy
• Moderate technical aptitude (apps, smartphones, smart devices, basic troubleshooting)
• Ability to explain technical concepts in simple, relatable terms
• Comfortable handling voice, chat, and video interactions (one customer at a time)
• Familiarity with Windows desktops and Chrome browser
• Experience using Google Workspace or Microsoft Office tools
• Strong typing, multitasking, and documentation skills
• Ability to work scheduled shifts within Eastern Time operational hours
• Professional on‑camera appearance

NICE TO HAVE SKILLS AND EXPERIENCE

• Prior call center or contact center experience
• Experience supporting video‑based customer interactions
• Familiarity with CRM or ticketing systems
• Experience working in high‑volume support environments
• Technical support experience with connected devices, apps, Bluetooth, Wi‑Fi, or LTE

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