Technical Customer Service Specialist

20 hours ago

Rockville, Maryland, United States LCG, Inc. Full time
Job Title: Technical Customer Service Specialist

LCG, Inc. is seeking a highly skilled Technical Customer Service Specialist to join our team. As a Technical Customer Service Specialist, you will be responsible for providing exceptional customer service and support to our clients.

Job Summary:

The Technical Customer Service Specialist will be the primary point of contact for customers, providing timely and accurate responses to their inquiries. This role requires strong communication skills, both verbal and written, as well as the ability to work in a fast-paced environment and handle multiple inquiries simultaneously.

Key Responsibilities:
  • Respond to customer inquiries regarding general model and program policy, technical questions, and program operations.
  • Utilize customer-approved scripts, FAQs, User Guides, and other public-facing documentation to provide accurate and consistent information.
  • Ensure all responses are aligned with the approved Knowledgebase Articles and other authorized resources.
  • Address customer inquiries through various channels, including phone, email, and live chat.
  • Maintain a professional and courteous demeanor in all customer interactions.
  • Provide clear, concise, and accurate information to customers.
  • Document all customer interactions and inquiries accurately in the designated system.
  • Update customer records with relevant information following each interaction.
  • Escalate unresolved inquiries to the appropriate tier or department as necessary.
  • Stay updated with the latest information and updates in the Knowledgebase Articles and other approved resources.
  • Attend training sessions and team meetings to stay informed about changes in policies, procedures, and systems.
Requirements:
  • High school diploma or equivalent; Associate's or Bachelor's degree preferred.
  • Previous experience in a customer service or help desk role is highly desirable.
  • Strong communication skills, both verbal and written.
  • Proficiency in using helpdesk software and customer support tools.
  • Basic understanding of IT and technical support principles.
  • Ability to follow approved scripts and documentation accurately.
  • Strong problem-solving skills and attention to detail.
  • Ability to work in a fast-paced environment and handle multiple inquiries simultaneously.
  • Excellent interpersonal skills and a customer-centric attitude.
Compensation and Benefits:

LCG, Inc. offers a competitive compensation package, including a salary range of $45,000 to $60,000 per year, benchmarked in the Washington, D.C. metropolitan area. The target salary for this role is $53,000-$57,000. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG, Inc. is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG, Inc. offers a comprehensive benefits package, including health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Equal Employment Opportunity:

LCG, Inc. is an equal opportunity employer and welcomes applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

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