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Customer Outreach Specialist
3 months ago
We are seeking a versatile and customer-focused individual to join our team as a Customer Outreach and Help Desk Specialist. In this role, you will be responsible for both reaching out to customers to gather feedback and address concerns, as well as providing frontline support for the help desk. The ideal candidate will be proactive, empathetic, and adept at troubleshooting technical issues.Responsibilities:
- Conduct proactive outreach to customers via phone, email, and other channels to gather feedback, address concerns, and ensure satisfaction with our products/services.
- Build and maintain strong relationships with customers, providing personalized support and guidance as needed.
- Respond promptly and effectively to customer inquiries and technical support requests, providing clear and helpful guidance.
- Troubleshoot technical issues reported by customers, escalating complex problems to appropriate internal teams for resolution when necessary.
- Document customer interactions, including feedback, inquiries, and resolutions.
- Identify recurring issues or trends in customer feedback and help desk tickets, providing insights and recommendations for improvement.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field preferred.
- 4 years previous experience in customer service, technical support, or a related role is required.
- Strong technical aptitude and ability to troubleshoot software issues effectively.
- Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical customers.
- Experience with working on and maintaining a help desk.
- Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining a high level of professionalism and attention to detail.
- A passion for delivering exceptional customer service and a genuine desire to help others succeed.
- Experience with Agile methodologies and tools such as Jira or Confluence.
Clearance Required: TS/SCI with Active Polygraph #LI-SD1 #LI-CP1 #LI-ONSITE
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