Remote Government Help Desk Specialist

Paycom - ATS; El Paso (TX); Hybrid; USD 32,000 - 40,000; Full time

Benefits offered by this job

Health Insurance - medical, dental, &x

401K Retirement plan

Paid Time Off

Paid Training

Paid Holidays

Life Insurance

Employee Assistance Program

Job summary

Capitol Bridge, LLC is seeking a Customer Service Representative/Help Desk Operator for an El Paso location to support a government project. You will handle high-volume calls, emails, and chat across multiple CRM platforms with strict MFA verification and confidential data handling.

The role requires 2+ years in a contact center, strong communication skills, and the ability to work independently while following procedures.

Qualifications

• 2+ years of contact center customer service strongly preferred.
• Experience using CRM platforms such as Salesforce, Zendesk, ServiceNow, or similar systems.
• Strong written and verbal communication skills.
• Experience handling confidential information.
• Ability to work independently while following established procedures.
• Strong troubleshooting and critical-thinking skills.

Responsibilities

• Handle a continuous, high-volume queue of inbound calls in a government contact center.
• Manage calls, emails, and chat concurrently, navigating multiple software systems to research and respond to inquiries.
• Strictly follow verification protocols — no caller information may be shared until identity verification is complete.
• Research customer inquiries and provide accurate information aligned with program policies.
• Refer callers to the program's public website when needed.
• Deliver professional, empathetic customer service and maintain composure during difficult interactions.
• Maintain accurate, organized case documentation and clear written communication.

Skills

CRM platforms

Communication skills

Data privacy

Independent worker

Troubleshooting

Critical thinking

Tools

Salesforce

Zendesk

ServiceNow

Job description

Capitol Bridge, LLC is seeking a Customer Service Representative/Help Desk Operator for an El Paso location to support a government project. You will handle high-volume calls, emails, and chat across multiple CRM platforms with strict MFA verification and confidential data handling.

The role requires 2+ years in a contact center, strong communication skills, and the ability to work independently while following procedures.