Senior Escalation Support Representative

Senior Escalation Support Representative 📍 100% Remote | Texas Residents Only Overview We are seeking a Senior Escalation Support Representative to serve as a Tier II escalation resource within a fast-paced Member Experience team. This role is responsible for resolving complex member issues, de-escalating high-impact situations, and partnering with internal teams and healthcare vendors to drive resolution. 👉 Candidates must have prior experience in a healthcare/health insurance call center environment. Required Qualifications 3+ years of call center / contact center experience 2+ years of experience in a healthcare or health insurance call center (REQUIRED) Proven experience handling escalated or complex member/customer issues Strong de-escalation, problem-solving, and critical-thinking skills Excellent verbal and written communication skills Experience 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, evolving environment Must reside in Texas Key Responsibilities Handle Tier II escalations and complex member inquiries (including advanced benefits questions) De-escalate sensitive situations and ensure timely, accurate resolution Partner with third-party administrators and healthcare vendors to resolve issues Identify trends, root causes, and process improvement opportunities Serve as a subject matter expert (SME) for internal teams Support training, coaching, and documentation efforts Assist with queue management and team support as needed Preferred Qualifications Bachelor’s degree in business, insurance, or related field Experience with benefits administration / eligibility (Section 125) Bilingual Spanish/English 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 11, 2026. 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