Customer Support Specialist - Sterling, United States - The Misch Group
Description
Responsibilities
As a Customer Support Specialist, you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs.
Here are some of the primary responsibilities you will have as a Customer Support Specialist:
- Make outbound service calls to customers.
- Record all information accurately in the CRM ticketing tool.
- Resolve issues using the Knowledgebase.
- Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
- Work in one or multiple work queues over various customer contact channels.
- When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
- Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
- Collaborate with Customer Support team colleagues and other members of the CAEIO team.
- Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.
Core Work Schedule:
Second and weekend: 3:00 PM ET -11:30 PM ET (Flexible), Sunday - Thursday.
Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166
QUALIFICATIONS
Basic Qualifications
- U.S. citizenship and active
SECRET Government Security Clearance. - 1 to 3 years of help desk/service desk experience.
- Ability to document ticketing information accurately with mínimal errors and/or rework.
- Ability to work independently, achieve productivity goals, and manage one's time.
- Strong written and verbal communication skills.
- Attention to detail and a cando attitude.
- Must be able to work on site.
Desired Qualifications
- Comp TIA A+ Certification
- ITILv3 or ITILv4 Foundation Certification
- Microsoft IT Support Certification or HDI SCR
- Experience using Remedy or ServiceNow CRM
- Experience supporting the Department of State IT environment.
Education and Experience:
High school diploma (or equivalent) and 6 years of experience; Bachelor's degree and 2-4 years of experience; Master's degree and 0-2 years of experience.
Target Rate Range
$40-$50/hr - The actual rate will be determined based on experience and other factors.
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