Call Center Agent (IT Help desk) from Innova
Washington, DC
About the Job
Innova Solutions has a client that is immediately hiring for a Call Center Agent.
Position type: Full time Contract
Duration: 18 months
Location: Washington, DC – Hybrid
As a Call Center Agent, you will be responsible for -
The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice/data communication issues. Responsibilities include escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution. Proficiency with ticketing systems, technical support documentation, and hardware/software technologies is required. The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed. Prior experience in customer service, call centers, or help desk support is essential. Additionally, the CSR supports customer service operations and the CLIENT Driver Safety Program by managing inquiries via phone and email, assisting volunteers, participants, and course managers, coordinating onboarding, resolving technical issues, and supporting reporting and compliance efforts. Customer Service & Communication. Respond to 30,000+ annual calls and 10,000+ emails from customers. Conducts research on evaluation approaches and methods for new and existing programmatic areas
The ideal candidate will have – 3+ years with IT customer service - High school diploma or higher - Strong technology skills - Basic IT skills are required like creating a bookmark, downloading files, installing software, etc.
Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.
Thank you!
Sonia
Sonia@innovasolutions.com
PAY RANGE AND BENEFITS:
Pay Range*: $20/hr - $21/hr
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:
Website: https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance
Position type: Full time Contract
Duration: 18 months
Location: Washington, DC – Hybrid
As a Call Center Agent, you will be responsible for -
The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice/data communication issues. Responsibilities include escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution. Proficiency with ticketing systems, technical support documentation, and hardware/software technologies is required. The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed. Prior experience in customer service, call centers, or help desk support is essential. Additionally, the CSR supports customer service operations and the CLIENT Driver Safety Program by managing inquiries via phone and email, assisting volunteers, participants, and course managers, coordinating onboarding, resolving technical issues, and supporting reporting and compliance efforts. Customer Service & Communication. Respond to 30,000+ annual calls and 10,000+ emails from customers. Conducts research on evaluation approaches and methods for new and existing programmatic areas
- Provide phone support Monday–Friday, 8 AM–5 PM EST.
• Manage course creation, editing, and cancellations in the CLIENT Volunteer Portal (Salesforce).
• Order course materials and assist volunteers with reimbursements and approvals.
• Locate both in-person and virtual courses for participants and volunteers.
• Resolve issues related to incomplete or missing course paperwork.
• Process certificate replacement requests and handle returned check processing.
• Coordinate system access and order training materials for new and current volunteers.
• Send onboarding notifications and access credentials.
• Address ad-hoc onboarding needs by coordinating with leadership and providing necessary assistance. Technical Assistance via CLIENT Volunteer Portal - Provide one-on-one support to volunteers for portal access, course management, and reimbursements.
• Use Zoom for complex troubleshooting to expedite issue resolution.
• Identify and address process inefficiencies, proposing workarounds where necessary. Back-Office Operations Support - Perform daily operational tasks, including course management, participant searches, and returned checks.
- Manage USPS mail and associated tickets for complaints and materials replacement requests.
The ideal candidate will have – 3+ years with IT customer service - High school diploma or higher - Strong technology skills - Basic IT skills are required like creating a bookmark, downloading files, installing software, etc.
Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.
Thank you!
Sonia
Sonia@innovasolutions.com
PAY RANGE AND BENEFITS:
Pay Range*: $20/hr - $21/hr
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:
- Named One of America’s Best Employers for New Grads by Forbes (2024
- Named One of the Best Companies to Work For by U.S. News & World Report (Private Companies List, 2024-2025)
- One of the Largest IT Staffing Firms in the US – Ranked #3 by Staffing Industry Analysts (SIA, 2024)
- One of the Largest Staffing Firms in the US – Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
- Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
- One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
- AWS Advanced Tier Services Partner with 100+ certifications
Website: https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance
Salary
$20 - $21 per annum