Help Desk Call Center Representative

Company Description

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.