Help Desk Call Center Representative
El Paso, TX, US • Posted 5 hours ago • Updated 5 hours ago
SOS International LLC (SOSi)
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Job Details
Skills
- Leadership
- SOS
- Call Center
- Critical Thinking
- Management
- Customer Experience
- Reporting
- Auditing
- Regulatory Compliance
- Collaboration
- Scheduling
- Quality Assurance
- Service Level
- Customer Satisfaction
- Microsoft Windows
- OS X
- Microsoft Office
- Computer Networking
- Communication
- Analytical Skill
- Problem Solving
- Conflict Resolution
- Customer Service
- Positive Attitude
- Information Technology
- Computer Science
- CompTIA
- Network+
- Help Desk
Summary
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Description
Overview
SOS International LLC is seeking a Help Desk Call Center Representative to support our Language Access Services program. This role serves as the first point of contact for providers, clients, and Language Access Providers, ensuring timely resolution of service requests, scheduling support, and incident intake. This position is primarily customer service and operations focused, requiring strong communication, critical thinking, and the ability to manage high-volume requests in a fast-paced environment. The ideal candidate is solution-oriented, detail-driven, and committed to delivering a high-quality customer experience while maintaining compliance with program requirements.
Essential Job Duties
- Serve as the primary point of contact for inbound requests via phone, email, and system queues
- Support scheduling, rescheduling, and fulfillment of interpretation service requests
- Log, document, and track all requests and incidents in the appropriate systems
- Initiate and document Incident Resolution Process cases in accordance with L&I guidelines
- Provide timely follow up and clear communication to providers, clients, and interpreters
- Troubleshoot service-related issues (availability gaps, no-shows, late cancellations, connection issues)
- Escalate complex or high-severity incidents in alignment with defined escalation protocols
- Maintain accurate and detailed records to support reporting, audits, and compliance requirements
- Collaborate with scheduling, operations, and QA teams to ensure service continuity and resolution
- Meet established service level expectations for response time, resolution time, and customer satisfaction
Qualifications
Minimum Requirements
- High school diploma or equivalent required.
- Proficient in Windows and Mac operating systems, Microsoft Office Suite, and common software applications. Knowledge of networking principles and troubleshooting.
- Excellent verbal and written communication skills to interact effectively with users and team members.
- Strong analytical and problem-solving skills to identify and resolve technical issues.
- Ability to provide exceptional customer service and maintain a positive attitude under pressure.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field preferred.
- CompTIA A+, Network+, or other relevant certifications are a plus.
Additional Information
Work Environment
The Help Desk Technician will work in an office environment with standard working hours. Occasional evening or weekend work may be required to address urgent technical issues or to perform system maintenance.
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
- Dice Id: 10237746
- Position Id: 3743990011808846
- Posted 5 hours ago
Company Info
Since 1989, SOSi has provided specialized services supporting the national security interests of the United States and the security and stability needs of its allies.
We excel at providing logistics, construction, training, intelligence and information technology solutions to our clients in the defense, diplomatic, intelligence and law enforcement communities.
Decades of successful business have earned SOSi a well-deserved reputation for reliability and excellence in the government contracting industry. Originally founded to provide specialized language support to the law enforcement community, SOSi has grown into a diverse company with a broad portfolio of clients and service offerings. Our ability to enter new markets and deliver integrated solutions to complex challenges has been the hallmark of our growth into a large business with global reach.
Since 2002, SOSi s compounded annual growth rate has exceeded 30%, fueled by growth and diversification of SOSi s core businesses. In 2016, SOSi made its first acquisition, adding New World Solutions (NWS) to the portfolio of SOSi companies. NWS enhances SOSi s intelligence service offerings, adding highly sought after capabilities in data and imagery science, overhead persistent infrared (OPIR) and cyber solutions.
Whether the mission involves systems engineering and intelligence analysis supporting the U.S. military in Europe or operating bases that house thousands of clients in Iraq, we re ready to go where you need us.
At SOSi, it s always Challenge Accepted!
SOSi s unique approach to business features:
-An experienced team For over a quarter century, SOSi has delivered quality program management. We have proven business processes, corporate infrastructure and credentialed professionals that ensure project success.
-A client-centric approach As a family owned business, we bring a passion and commitment to our customers jobs that companies with institutional or public ownership simply do not offer. We are personally vested in our customers' success.
-Fully integrated solutions We do more than just staff a project. We develop holistic solutions that meet our customers needs. Innovation, efficiency and quality are the hallmarks of our work.
-An international perspective With experience in over 30 countries across Latin America, Europe, Africa, the Middle East and Asia, SOSi understands how to manage complex projects both at home and abroad.
-Willingness to take calculated risks SOSi is as comfortable working in the national capital region of the United States as it is supporting its clients in remote, austere and dangerous places. We go wherever you need us.
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