DEFENDERS Sales Help Desk Agent in NEWPORT, Kentucky


Mission of Sales Help Desk Agent: This role is responsible for assisting sales agents by providing live support needed in order to effectively complete the sale and ensure the accuracy of the ticket/customer information.


Shift: Monday-Friday from 4:30p-12:30am and rotating Saturday 2p-10p


  • Remove sales agent’s name from duplicate tickets along with pranks, recordings and fax machines and send completed removal list to managers nightly

  • Communicate with sales agents, business partners and customers through a live chat platform and complete their requests according to process.

  • Assist with System Down Protocol

  • Send coaching opportunities to the appropriate after reviewing calls or chats that need to be reviewed due to agent being off process.

  • Manage multiple outlook inboxes and complete requests sent to those inboxes.

  • Review Sales Disputes

  • Review Pre-Install Paperwork rejections and send to directors for coaching

  • Change created tickets and security customer care campaign tickets to the correct campaign code.


Background and Minimum Years Experience:

  • Education – High School Diploma or Equivalent

  • Proficient with Microsoft Office Suite

  • Professional communication skills both written and verbal

  • Basic Typing skills

  • Minimum 6 months call center experience preferred

  • Must complete and pass a pre-employment drug/background check.

  • If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team.

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Job ID 2018-3130


Category Customer Service/Support