Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Summary:

Contact Center Help Desk Representative is responsible for fielding calls that escalate beyond contact center agents. The role is accountable for taking ownership of complex inquiries and seeing through their resolution via escalation utility SharePoint.

Essential Job Responsibilities

• Resolve complex inquiries from callers and contact center agents




• Take ownership of calls escalating beyond contact center agents




• Identify and escalate unscripted issues to the resource team




• Manage escalations log to ensure timely follow-up




• Provide general assistance with calls in down time as needed

Qualifications & Certifications

• High School Diploma or equivalent




• Contact center background a plus




• Customer service experience preferred




• Exceptional verbal and written communication skills




• Ability to effectively communicate with co-workers, peers, and management through written and verbal communication




• Ability to deal with varied and often difficult personalities




• Leadership experience is preferred but not required




• Demonstrated skill in analyzing data

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.