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Help Desk-Customer Service Technician

Position Title:  Customer Service Technician Entry Level

Purpose: Responsible for supporting the National Service Desk (NSD) organization to ensure Veteran Administration Technology Infrastructure Services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customers’ incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities. Job is performed with general supervision. Reports to Supervisor.

Principal Responsibilities:

  • Attains a minimum of 85.5% of working hours each day in an “available state” while logged into the telephone ACD queue; must log in promptly at designated work hours;
  • Receives and logs customer problem/request/issues and ensures proper documentation;
  • Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts Level I Service Desk Consultant to assist;
  • Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues;
  •  Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receive proper management attention;
  • Performs follow up on all incidents with customer to ensure customer satisfaction;
  • Develops and maintains knowledge of the problem tracking software and database;
  • Develops and maintains knowledge of customer and customer specific business environment;
  • Develops and maintains an understanding of customer Service Level Agreements;
  • Develops and maintains technical skills and understanding of supported client browsers with the IO Service Desk to achieve problem resolution goals;
  • Participates in operational readiness testing for new business transition activities as required;
  • Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism;
  • Works independently with general supervision and maintains a high-degree of professional conduct at all times.

Position Requirements:

  • High School or GED credentials of completion required
  • 1 Year of experience desired with exposure to customer service and computer support

Desirable Position Requirements:

  • .5-1 years Personal Computer experience including customer support or Help Desk 
  • .5+ years of customer service or public relations experience 
  •  Experience with an incident tracking system 

Knowledge/Skills/Abilities:        

  • Excellent customer service skills
  • Excellent communication and interpersonal skills
  • Good problem solving and analytical skills
  • Technical experience desired in:
  • Microsoft Windows Operating Systems 
  • Microsoft Office
  • Network Connectivity
  • Print Services
  • E-Mail and Internet mail
  • Basic PC usage and troubleshooting
  • Ability and desire to build additional technical skills
  • Ability to interact effectively with others
  • Ability to follow instructions to produce desired results
  • Aptitude to multi-task workloads according to established priorities
  • Ability to remain calm and courteous in periods of stress  
  • Ability to work with broad range of experience levels
  • Good administrative and organizational skills
  • Flexible and possesses a willingness to work overtime and work varying hours as required

 

Sample Daily Tasks:                  

  • Make themselves ready to take calls (or contacts)
  • Answer Calls per provided scripts
  • Answer calls in a professional manner to include managing tone and content of verbal context.
  • Follow scripts to identify caller’s issues/requests
  • Follow scripts to trouble shoot the callers issues/request
  • Properly complete an incident ticket and forward to the proper escalation partner

 

 

AAP/EEO Statement

EmeSec Incorporated is committed to providing equal opportunity to all its employees and applicants for employment. It is the policy of the firm to hire, train and promote its employees and to administer all other employment policies without regard to race, color, religion, age, gender, gender expression and gender identity, national origin, citizenship status, sexual orientation, marital status, religious affiliations, alienage, veteran status, and without regard to the disability of qualified people or on any other basis prohibited by applicable federal, state or local civil rights laws.

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