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Customer Support Specialist

4 months ago

Sterling, United States The Misch Group Full time

**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 can-do 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.