Customer Experience Specialist
1 day ago
We are seeking a highly skilled Customer Experience Specialist to provide front-line support for the ePermits platform. The ePermits platform is based on ServiceNow and supports various permit application processes. Specialists will diagnose, troubleshoot, and resolve user issues, ensuring a high level of customer satisfaction.
Key Responsibilities:- Use the ePermits ticketing system to manage and resolve electronic or phone inquiries about the permit application process.
- Diagnose and troubleshoot issues with the ePermits platform.
- Provide support to all ePermits users and facilitate the permit application process.
- Analyze reported issues for potential trends and report them to the Customer Support Manager.
- Respond to public inquiries in writing and verbally in a professional manner.
- Escalate complex tickets to Tier 1 and Tier 2 subject matter experts as necessary.
- Associate degree or equivalent work experience in IT or customer support.
- Minimum of 2-3 years of experience in customer support or technical assistance.
- Proficiency in ServiceNow platform and Microsoft Office Suite.
- Excellent communication and problem-solving skills.
- Ability to work independently and as part of a team.
We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.
Time after time, programs failed because the focus was on the tools and products and not the people using them.
Learn More.
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