Service desk Agent

Dallas, TX, US • Posted 10 days ago • Updated 10 days ago

Contract W2

Contract Corp To Corp

Contract Independent

No Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

salesforce
contact center
Service Desk

Summary

Role :

Location : Dallas, TX (Onsite)

Duration : 6 Months

We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.
This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
Proactively minimize hold times and ensure a smooth, positive experience for callers.
Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
Maintain clear documentation of all interactions and support activities.
Help reduce call abandonment rates and increase responsiveness through process awareness.
Stay current on evolving tools, systems, and internal workflows.

Experience in a customer-facing technical support or contact center role.
Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
Strong communication, active listening, and troubleshooting skills.
Ability to thrive in a fast-paced, high-volume support environment.
Strong ownership mindset and willingness to adapt to changing support demands.

Experience supporting government or public-sector entities is a plus.
Familiarity with ITIL/SLAs/service desk processes preferred.
Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10113809
Position Id: 105520-1090-
Posted 10 days ago

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