Escalation Support Specialist Full Time NEW

Tier II Escalations

100% Remote | Texas Residents Only

Required Qualifications

• 3+ years of experience in a call center or contact center environment
• 2+ years of experience in a healthcare or health insurance contact center
• Proven experience handling escalated or complex customer/member issues
• Strong de‑escalation, problem‑solving, and critical‑thinking skills
• Excellent verbal and written communication skills
• Proficiency with contact center systems and Microsoft Office (Excel, PowerPoint)
• Strong organization, time management, and attention to detail
• Ability to work independently in a fast‑paced, changing environment
• Must reside in Texas

Preferred Qualifications

• Bachelor’s degree in business, insurance, or a related field
• Experience supporting benefits administration or eligibility (including Section 125)
• Bilingual proficiency in Spanish and English

Position Summary

The Senior Member Support Representative serves as a Tier II escalation resource within the Member Experience team, resolving complex member service issues and coordinating resolutions with internal teams and external benefit vendors. This role requires advanced call center expertise, sound judgment, and the ability to manage high‑emotion interactions professionally.

The position also acts as a subject matter expert, supporting team training, mentoring, process improvement efforts, and operational support as needed.

Key Responsibilities

• Handle escalated and complex member inquiries, including advanced benefit questions
• De‑escalate sensitive situations and ensure timely, accurate resolution
• Partner with third‑party administrators and vendors to resolve service issues
• Identify trends, root causes, and process improvement opportunities
• Serve as a Tier II resource for internal teams
• Assist with training, coaching, documentation, and team support activities
• Support daily operations or queue management in leadership’s absence when needed

Job Type & Location

This is a Contract to Hire position based out of Austin, TX.

Pay And Benefits

The pay range for this position is $18.00 – $23.00/hr.

Requirements

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on May 8, 2026.

h4>About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems And TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.