Important Note:
Open to candidates in the following approved states only: AZ, CA, CO, CT, FL, GA, ID, IL, IN, MD, MI, NC, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, VA, WA, WI, WV
Must-Haves:
Help Desk, Desktop Support, Technical Support, IT Support, or similar hands-on troubleshooting experience
Strong customer service experience alongside technical support skills
Experience troubleshooting common hardware, software, applications, smart devices, connectivity, or general end-user technical issues
Ability to diagnose technical problems and walk non-technical customers through troubleshooting steps
Ability to explain technical concepts in simple, customer-friendly language
Strong verbal communication, active listening, and de-escalation skills
Comfortable supporting customers across
video, voice, and chat
Comfortable being
on camera for approximately 50% of customer interactions
Patient and comfortable assisting elderly and less technically savvy customers
Professional on-camera presence and distraction-free remote workspace
Ability to work scheduled shifts within the 9 AM to 8 PM Eastern operating window
Must currently reside in one of the approved WFH states
Plusses:
Previous call center or contact center experience
Experience providing remote IT or technical support
Experience supporting customers through video-based interactions
Familiarity with CRM, ticketing, or help desk systems
Experience supporting mobile apps, connected devices, Wi-Fi, Bluetooth, or consumer technology
Experience in a high-volume technical support environment
Day-to-Day:
Handle inbound technical support and customer service interactions via video, voice, and chat
Troubleshoot customer issues involving applications, smart devices, connectivity, setup, and general product technology
Ask effective discovery questions to identify the root cause of technical issues
Walk customers through troubleshooting steps in a clear, patient, and easy-to-understand manner
Support one customer at a time while taking the first incoming interaction
Provide white-glove customer service with a strong focus on first-contact resolution
Document customer interactions, troubleshooting steps, and resolutions within CRM or support systems
Escalate advanced technical issues to senior agents or supervisors when appropriate
Meet schedule, attendance, customer experience, and quality expectations
Maintain a professional on-camera presence and appropriate virtual workspace
Job Description:
Insight Global is seeking Video First Customer Service Representatives for a high-growth consumer technology organization. This position blends IT troubleshooting, Help Desk support, and white-glove customer service
, making it ideal for candidates who have experience solving technical issues while working directly with end users. Representatives will support customers through video, voice, and chat, troubleshooting applications, connected devices, setup, connectivity, and other technical issues. Candidates should be confident translating technical information into simple instructions, particularly when supporting elderly or less technically savvy customers.
This is a fully remote, permanent opportunity for candidates residing in one of the approved states.
Start Date: November 9th
Salary Offered: $43,680 annually