About this role

Provide telephone and email support to Veterans during scheduled Help Desk hours
Assist Veterans to understand the purpose of the survey, navigate survey materials, and complete the survey
Communicate clearly and consistently using VA-approved Help Desk scripts
Accurately log all contacts, dispositions, and resolutions in accordance with quality control
Recognize indicators of emotional distress and apply the VHA-approved Distressed Veteran Process
Complete all required initial and refresher training

High school diploma or equivalent required.
Minimum of 2 years of experience in customer service, call center support, help desk operations, or a Veteran-facing service environment.
Excellent verbal and written communication skills and strong interpersonal skills.
Ability to follow scripts, protocols, and documentation requirements with accuracy and attention to detail.
Basic computer proficiency, including use of web-based systems.
Ability to pass required background checks.

Help Desk Support Specialist – Veteran Survey Operations

Key skills