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Customer Outreach Specialist

1 month ago

Herndon, United States Two Six Technologies Full time

At Two Six Technologies, we build, deploy, and implement innovative products that solve the world's most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the boundaries of what's possible to empower our team and support our customers in building a safer global future.

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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Ready to make the first move towards growing your career? If so, check out the Two Six Technologies Candidate Journey This will give you step-by-step directions on applying, what to expect during the application process, information about our rich benefits and perks along with our most frequently asked questions. If you are undecided and would like to learn more about us and how we are contributing to essential missions, check out our Two Six Technologies News page We share information about the tech world around us and how we are making an impact Still have questions, no worries You can reach us at Contact Two Six Technologies. We are happy to connect and cover the information needed to assist you in reaching your next career milestone.

Two Six Technologies is an Equal Opportunity Employer and does not discriminate in employment opportunities or practices based on race (including traits historically associated with race, such as hair texture, hair type and protective hair styles (e.g., braids, twists, locs and twists)), color, religion, national origin, sex (including pregnancy, childbirth or related medical conditions and lactation), sexual orientation, gender identity or expression, age (40 and over), marital status, disability, genetic information, and protected veteran status or any other characteristic protected by applicable federal, state, or local law.

If you are an individual with a disability and would like to request reasonable workplace accommodation for any part of our employment process, please send an email to accomodations@twosixtech.com. Information provided will be kept confidential and used only to the extent required to provide needed reasonable accommodations.

Additionally, please be advised that this business uses E-Verify in its hiring practices.

EOE, including disability/vets.

By submitting the following application, I hereby certify that to the best of my knowledge, the information provided is true and accurate.