Mass Markets ยท 5 months ago
Inbound Helpdesk Representative
Killeen, TX
Full-time
Onsite
New Grad, Entry LevelMass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions for diverse clients. They are seeking motivated and customer-focused Help Desk Representatives to support inbound customer service and technical support, ensuring a best-in-class customer experience while troubleshooting inquiries and resolving issues.
ConsultingInformation Technology
Responsibilities
Respond to inbound and outbound customer contacts in a courteous, timely, and professional manner
Listen actively to understand customer needs and provide effective solutions
Troubleshoot and resolve basic technical issues
Research and retrieve information from internal systems; coordinate with other departments as needed
Accurately document customer interactions and process claims
Follow all client-specific procedures, scripts, and compliance requirements
Use available resources and training materials to answer customer questions
Escalate complex issues to the appropriate team or manager
Ensure first-call resolution through effective problem-solving
Stay current on program updates, systems, and processes by attending training and team meetings
Maintain regular attendance and adhere to your assigned schedule
Qualification
Required
Must be 18 years or older
High school diploma or equivalent
Strong communication skills both written and verbal
Basic computer literacy, including familiarity with Microsoft Office (Word, Excel, Outlook, PowerPoint)
Ability to type at least 20 words per minute
Comfortable navigating Windows-based applications and learning new systems
Reliable high-speed wired internet connection (minimum 20 Mbps download speed)
Strong organizational skills and attention to detail
Ability to work scheduled shifts, including during training
A customer-first mindset: empathetic, patient, and solution-oriented
Ability to multitask, self-manage, and thrive in a fast-paced environment
Team player with a positive attitude and strong interpersonal skills
Benefits
Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
Founded in 2015
501-1000 employees
H1B Sponsorship
Mass Markets has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2021 (1)
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase