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TALENT PIPELINE FOR FUTURE OPPORTUNITIES - Remote Data Breach Support Specialist/Contact Center Agent

Epiq
Email

https://www.epiqglobal.com/en-us

EPIQ GLOBAL/RAISE RECRUITING  

Remote Data Breach Support Specialist/Contact Center Agent

(TALENT PIPELINE FOR FUTURE OPPORTUNITIES)

While we are not actively hiring for an immediate start date, we anticipate future openings and are currently building a pipeline of qualified candidates.  Candidates who apply may be invited to attend a virtual information session to learn more about the role, expectations, and next steps once hiring resumes.

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This is an exciting collaborative project between Epiq Global and Raise Recruiting. While you will be working directly with Epiq Global on the assignment, Raise Recruiting will be your official employer of record, managing all contracts, payroll via Beeline, and employment-related administration. This is a W-2 employee role with ongoing projects. 

Students will find our shifts ideal. We have shifts available from Monday to Friday.

                        9:00 am - 1:00 pm                      9:00 am - 3:00 pm

                        1:00 pm - 3:00 pm                      1:00 pm - 5:00 pm

                        3:00 pm - 9:00 pm                     5:00 pm - 9:00 pm

The Contact Center Agent serves as the frontline representative for individuals that are potentially impacted by a cyber incident and have received data breach notifications. This role requires a high level of professionalism and empathy to guide callers through sensitive situations, provide accurate information, and assist with enrollment in protective services such as credit monitoring.

Our professional training is conducted by our Contact Center Training Specialist, and it is paid!

        This is a US based remote position.  You cannot work outside of the US.    

                    Accepting Applications from the following states:  

AL, AZ, CO, CT, DE, FL, GA, ID, IL, IN, KS, KY, LA, MD, MA, MI, MN, MO, NV,  

NJ, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, DC, WI.

At this time, we cannot accept Applications from the following states:

California, Alaska and Hawaii

 Job Responsibilities:

  • Inbound Call Handling - Respond promptly and professionally to inbound calls from individuals who have received data breach notifications with information making them aware of a cyber incident. Follow approved scripts and FAQs to ensure consistent and compliant messaging. 
  • Customer Support & Empathy - Provide clear, compassionate, and informative responses to caller inquiries, especially those experiencing distress or confusion over the possibility of their personal information being compromised. Demonstrate active listening and emotional intelligence to de-escalate concerns and build trust.
  • Enrollment Assistance - Guide callers through the registration process for credit monitoring or identity protection services, as applicable. Clarify the purpose and implications of the breach notification letter and available remedies.
  • Escalation & Documentation - Accurately document caller interactions and escalate complex or unscripted inquiries to the appropriate internal teams. Maintain detailed records of calls, including caller concerns, actions taken, and follow-up requirements.
  • Technical Proficiency - Navigate internal platforms and systems to access caller records, update information, and initiate service requests. Utilize email, internet tools, and CRM systems to support call resolution and follow-up.
  • Compliance & Security - Adhere to data privacy regulations and internal protocols for handling sensitive information. Recognize and report potential phishing attempts or fraudulent activity.

 Qualifications:

  • Prior experience in customer service or call center environments a plus but not required.
  • Strong verbal communication and interpersonal skills.
  • Ability to remain calm and professional under pressure.
  • Proficient in software applications, internet navigation, email communication and the Microsoft platform.
  • Bilingual capabilities are a plus, with hourly premium paid for bilingual candidates.
  • Ability to work remotely with limited direct supervision.

Remote Workstation Requirements (computer equipment is not provided for remote workstations):

All employees must meet the following minimum requirements to be eligible for remote work:

Laptop/Desktop Requirements:

  • Laptop/Desktop is not shared by other household members
  • A MacBook is permitted provided it is capable of running Windows 11 or newer.
  • The TEAMS app must be downloaded and installed on your device
  • Webcam with video and audio function
  • Headset with noise cancellation. Wireless earbuds will not work.
  • Google Chrome web browser must be installed
  • Windows 11 or newer operating system
  • 8 GB RAM minimum for laptop/desktop

Internet Requirements:

  • Must be Non-Public and unshared internet access
  • Password protected internet connection access
  • Minimum security standards of WPA, WPA2, or WPA3
  • Secure area for workstation where your computer screen is not seen by others.

 

**VPN Usage Strictly Prohibited

Personal VPNs are strictly prohibited during work activities. If a personal VPN is detected, your location will be flagged, and you will be dismissed from your position immediately. It is important to adhere to this policy to maintain network security and compliance with company standards.