• Job Description

  Req#: 26-31343
  
  Title: Technical/Help Desk Support Representative
  Work location & type (Onsite / Hybrid / Remote) : Hybrid, some onsite is required in the Fort Worth office as needed.
  13501 Park Vista Blvd, Fort Worth, TX, USA 76177
  Pay Rate: 24.00/HR
  Duration: 04/13/2026 to 04/10/2027
  Work schedule (days & time) : Mon – Fri , typically shifts depend on business need but start as early as 7:00 am CST, to as late as 10:00 am CST, and depends on the status they have in the grading of the training. On ‐ site training required at Fort Worth, TX location
  
  Required vs. preferred skills :
  • Required 1-3 years experience in a call center environment, prefer Technical Support and will consider Customer Support with strong technical background.
  • Using a Knowledge Base system or methodology for troubleshooting and diagnosing customer issues.
  
  Preferred:
  • Salesforce, Microsoft Teams, Service Now, Office products (Excel, Outlook, Word, Power Point), Smartsheet, Cisco Systems for phones/telephony, Verint.
  • AI tools knowledge and usage.
  • SAP knowledge is also helpful.
  • If working from home, must have a secure wired ethernet connection.
  • No outside connections such as working from Starbucks, McDonalds, etc. or wireless connections.
  
  Essential Functions :
  • Provide remote technical support to pharmaceutical customers using Client Connect ordering systems
  • Diagnose, research, and resolve technical issues related to:
  • Ordering workflows
  • Standard software and hardware
  • Handheld and mobile devices
  • CSOS certificate activation and enablement
  • Respond to inbound support requests via:
  • Telephone
  • Chat support
  • Email
  • Accurately document, track, and monitor incidents and requests in Salesforce to ensure timely resolution
  • Escalate recurring, complex, or high‐impact issues to Business Analysts or Team Leads as appropriate
  • Work in assigned inbound call queues based on Workforce Management direction
  • Deliver technical guidance and basic training to customers and internal partners as needed
  • Follow established procedures, security protocols, and documentation standards
  • Meet or exceed defined service level and performance expectations
  
  Job Level & Work Complexity
  • Entry‐level professional role
  • Works on problems of limited scope and complexity
  • Uses readily available information and follows standard practices and procedures
  • Exercises judgment within defined guidelines
  • Receives moderate supervision with emphasis on learning and skill development
  
  Minimum Requirements
  • High school diploma or equivalent
  • 1+ year of experience in:
  • Technical support, help desk, or service desk environments OR
  • Customer service with technical troubleshooting responsibilities
  • Ability to troubleshoot software, hardware, and system issues
  • Strong verbal and written communication skills
  • Ability to document issues accurately in a case management system
  • Ability to work scheduled shifts, including rotating weekends as required
  
  Preferred Requirements
  • Experience supporting Client Connect or similar healthcare technology platforms
  • Experience with Salesforce or comparable ticketing systems
  • Experience supporting handheld or mobile devices
  • Healthcare, pharmaceutical, or regulated industry experience
  • Demonstrated ability to meet KPI‐driven performance standards
  • Core Competencies (Workday‐Aligned)
  • Customer Focus
  • Technical Troubleshooting
  • Communication
  • Quality & Accuracy
  • Time Management
  • Learning Agility
  • Adherence to Process & Policy
  
  Work Environment
  • On‐site training required at Fort Worth, TX location
  • Fast‐paced, metrics‐driven support environment
  • Help Desk operations support extended business hours, including evenings and weekends
  
  

• About the company

  Established in 2000, LanceSoft is a Certified MBE and Woman-Owned organization, and a pioneer in providing premium end-to-end Global Workforce Solutions and IT Services to diverse clients across various domains.

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