Help Desk Agent / Call Center Specialist

The Help Desk Agent provides frontline customer service and technical support at the on-site International Monetary Fund (IMF) call center. This role is responsible for answering incoming calls, assisting staff and external callers, troubleshooting issues, and ensuring timely and professional resolution of requests. Reliability, flexibility, clear communication, and adherence to call center protocols are essential.

Pay: $22.00 per hour (USD)
The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information:
ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Team Member
Benefits | Front Line Team Members | (Programa de Beneficios de ABM)

Work Environment and Scheduling:

This position is on-site at the IMF call center. Work schedules may vary and can include shifts, holidays, and schedule adjustments based on operational demands. Flexibility with scheduling is a requirement of this role.

Responsibilities:
• Answer incoming calls promptly and professionally
• Provide accurate information, guidance, and issue resolution
• Log, track, and update calls and incidents in the ticketing system
• Escalate issues according to established procedures
• Maintain constant availability during scheduled shifts
• Demonstrate flexibility with assigned schedules, shifts, and coverage needs
• Follow IMF, ABM, and call center policies and procedures
• Communicate effectively with supervisors and team members
• Maintain confidentiality and professionalism at all times
• Participate in training and quality assurance initiatives

Qualifications :
• High school diploma or equivalent required
• Previous call center or customer service experience preferred
• Strong verbal and written communication skills
• Ability to multitask in a fast-paced environment
• Dependable attendance and punctuality
• Willingness to work flexible schedules, shifts, and holidays as required
• Basic computer and data entry skills

Additional Responsibilities Disclaimer:

This job description is not intended to be all-inclusive. The employee may be required to perform other duties as assigned to meet operational, organizational, or client needs.