Helpdesk operator

At Radiant Digital, we provide IT solutions and consulting services to help government agencies and businesses in the USA, Canada, the Middle East, and Southeast Asia. On the federal side, we support agencies like NASA, the Department of State (DOS), the IRS, ACL, ACF,USDA and many others, along with numerous state and local government agencies.

We work with industries like telecom, healthcare, entertainment, oil and gas offering solutions designed to meet their specific needs. We focus on improving systems, making better use of data, and updating applications to keep up with changing markets.

Role :Helpdesk operator

Duration : 24 months

Location: Remote

Experience, Skills, and Qualifications:

5+ years of experience providing customer support in a help desk, call center, or service desk environment.

Experience documenting calls in a ticketing system such as ServiceNow, Remedy, Freshdesk, or Salesforce Service Cloud.

Bilingual proficiency (English and Spanish) preferred for IRS CX programs.

Strong verbal and written communication skills; able to explain instructions clearly and professionally to diverse users.

Ability to follow scripts, escalation pathways, and approved communication templates.

Familiarity with survey operations, customer service protocols, and call documentation standards.

Ability to manage high call volumes, multi-task, and maintain composure with distressed or confused callers.

Understanding of PII/PHI handling, confidentiality rules, and federal information-security expectations.

Key Responsibilities:

Serve as the first point of contact for callers seeking assistance with surveys, instructions, survey accessibility questions, or clarifications about study participation.

Receive inbound calls and monitor a dedicated mailbox; document each interaction in the approved ticketing system (e.g., ServiceNow) including caller metadata, timestamp, inquiry type, resolution, and required follow-up.

Follow agency-approved call scripts and escalation procedures, redirecting tax-specific questions to IRS channels when required.

Provide Tier-1 support for common issues such as survey completion guidance, language needs, missing mail packets, duplicate mailings, or accessibility assistance.

Escalate unresolved, complex, or sensitive issues to supervisors, analysts, or IRS points of contact according to the Help Desk SOP.

Conduct outbound follow-ups when required to clarify missing information or verify issue resolution.

Maintain compliance with federal privacy, security, and data-handling controls, including encryption, PII handling, and no-recording rules.

Participate in daily/weekly quality checks, performance reviews, and training refreshers to maintain service consistency.

Produce weekly and monthly help desk logs summarizing call volumes, inquiry categories, resolution rates, and possible improvements.