Remote Tip-Line Support Specialist

IronMountain Solutions; Greenville (AL); On-site; USD 34,000 - 44,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking a highly motivated Jr Customer Service Representative to join a team responsible for DHS ICE HSI Tip Line operations.

You will handle incoming calls and tips, document information, and support timely actions while adhering to privacy requirements. The successful candidate will be detail-oriented, able to work independently, and comfortable coordinating with diverse stakeholders.

Qualifications

• 3+ years of experience in a call center.
• Experience resolving complex stakeholder or customer issues.
• Proven ability to manage multiple tasks in a high-volume environment.
• Strong multitasking skills, including simultaneous data entry, research, and communication.
• Excellent verbal and written communication skills.
• Active listening skills and sound judgment in complex situations.
• Ability to work independently with minimal supervision.
• Experience supporting or training new customer service representatives.
• Ability to generate ad-hoc reports using internal systems.
• Experience using telephony systems, CRMs/ticketing tools, and Microsoft Office.

Responsibilities

• Answer and manage incoming calls and online tips from the public
• Gather, clarify, and document information related to alleged criminal or suspicious activity
• Review and assess tips to determine relevance and appropriate action
• Conduct basic research using government, law enforcement, and open-source systems
• Accurately document calls, tips, and findings in government systems
• Prepare and route reports to the appropriate field offices or agencies
• Escalate urgent or actionable information to designated personnel as needed
• Follow established procedures, policies, and data privacy requirements

Job description

Insight Technology Solutions, Inc. is seeking a highly motivated Jr Customer Service Representative to join a team responsible for DHS ICE HSI Tip Line operations.

You will handle incoming calls and tips, document information, and support timely actions while adhering to privacy requirements. The successful candidate will be detail-oriented, able to work independently, and comfortable coordinating with diverse stakeholders.