Application Service Desk Analyst SECRET CLEARANCE required

1 month ago

Vienna, United States Tesla Laboratories, Inc. Full time

Active Secret Clearance Required

Hybrid Schedule - 3 days on site in Vienna VA (Tysons Corner)

Tesla Laboratories is actively seeking Application Support Analyst to join a new technical support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills.

Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Work as part of the Application Support team responsible for Tier 1 through Tier 2 support leveraging Salesforce and Amazon Connect functionalities including chat. You will contribute to the technical support team by providing valuable guidance for Tier 1 and Tier 2 incidents common issues.

  • Providing support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and the application.
  • Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
  • Utilizing chat functionality effectively to deliver service and support to agency customers.
  • Engaging with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications.
  • Conducting research using available resources, including knowledge bases, training materials, and published solutions.
  • Adhering to established agency processes and procedures.
  • Identifying and escalating priority issues and redirecting problems to appropriate resources.
  • Accurately processing and recording call transactions via the agency's ticketing system.
  • Following up with and making scheduled callbacks to customers as per standard procedures.
  • Staying current with agency system information, changes, and updates as directed.
  • Employs good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
  • Handles multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking
  • Enters, monitors, and updates help desk tickets in the call tracking system to track progress and resolution of customer issues
  • Performs closed-loop communication with end users to resolution
  • Must be able to meet and adhere to established guidelines for average chat volume, call times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirements
  • Develop and create documentation on training materials, FAQs and Knowledge Base Articles
  • All other duties as assigned

Requirements

  • 1+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone
  • Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti
  • Experience researching problems, analyzing trends, and distributing findings 
  • Strong customer service, verbal, and written communication skills, and troubleshooting skills required
  • Ability to quickly learn complex business applications and apply this knowledge to assist end users
  • Bachelor’s degree or certification; work experience may be a substitute
  • US Citizenship necessary with ability to pass a background check
  • ACTIVE SECRET CLEARANCE REQUIRED

Benefits

Medical, dental, vision insurance

Life insurance

Short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

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