Online Help Desk Representative

Amend Treatment is seeking an Online Help Desk Representative to provide timely, professional support to people requesting assistance through online channels. This role helps ensure questions and service requests are handled with care, accuracy, and respect. Because our work serves people experiencing mental health and co-occurring challenges, the representative must communicate compassionately, protect confidential information, and direct sensitive matters to the appropriate team members., * Respond to incoming online inquiries and help requests in a courteous, clear, and timely manner.

• Understand each request, provide accurate information within the scope of the role, and identify when an issue needs escalation.
• Route clinical, urgent, or otherwise sensitive concerns to the appropriate staff according to established procedures; do not provide clinical advice.
• Document inquiries, actions taken, and follow-up needs accurately in the designated systems.
• Protect personal and confidential information and follow applicable privacy, security, and organizational policies.
• Maintain a calm, respectful, and nonjudgmental tone when communicating with individuals seeking support.
• Follow up on open requests as appropriate and help ensure issues are resolved or transferred to the right contact.
• Use available help desk resources and procedures to troubleshoot routine questions or access issues.
• Share recurring questions or service problems with the relevant team to support continuous improvement.

Online Help, Help Desk, Online Help, Help Desk, Psychiatry and Mental Health, Time Management, Maintenance Services, Information/Data Security (InfoSec), Identify Issues, Clinical Advice, * Strong written communication and customer-service skills, including the ability to communicate professionally online.

• Good organization, attention to detail, and the ability to manage multiple inquiries and follow-ups.
• Sound judgment and discretion when handling confidential or sensitive information.
• A patient, empathetic, and respectful approach to people seeking help.
• Ability to follow procedures, maintain accurate records, and escalate matters appropriately.

Desired Experience

• Up to two years of relevant experience in help desk support, online customer service, client services, or a related role.
• Experience using digital communication channels and documenting service requests in a support or case-management system.
• Experience supporting people in healthcare, behavioral health, or another sensitive service environment is helpful but not specified as a requirement.

The compensation range is $20-$25 per hour. Benefits and other compensation details were not provided.