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Client Support Representative

2 months ago

Bethesda, Maryland, United States Dovel Technologies Full time
Position Overview:

The Client Support Representative will play a crucial role in delivering exceptional service to our clients at Dovel Technologies.

Job Category:
User Support (Digital)

Travel Requirements:
None

Security Clearance:
Ability to Obtain Public Trust

Key Responsibilities:
  • Provide comprehensive 1st and 2nd level IT assistance to both internal and external stakeholders.
  • Diagnose and resolve issues related to hardware, software, applications, networks, and user access.
  • Document all interactions and resolutions in the helpdesk ticketing system.
  • Escalate complex issues to higher levels of support when necessary.
  • Manage call queues effectively to ensure prompt response to incoming inquiries.
  • Utilize available resources to address client questions and concerns.
  • Adhere to corporate IT service management protocols and service desk guidelines.
  • Meet performance metrics aligned with service level agreements and client satisfaction benchmarks.
  • Compile reports summarizing client inquiries and resolutions for management review.
  • Assist in the development of training materials for new team members.
  • Propose process improvements to enhance service delivery.
  • Communicate organizational policies and standards to clients.
  • Stay informed about the latest trends in information technology.
  • Provide off-hours support as required on a rotating schedule.

Qualifications:

A Bachelor's Degree with 5 years of relevant experience in a medium to large-scale program, or 9 years of relevant experience in lieu of a degree.

Demonstrated experience in remote customer interactions via phone, chat, and email.

Excellent communication skills, both written and verbal, along with strong multitasking abilities.

Proficient in prioritizing and managing multiple tasks simultaneously.

Exceptional problem-solving capabilities.

Must exhibit proactivity, punctuality, and effective multitasking skills.

Strong organizational and planning skills are essential.


Preferred Qualifications:
  • Familiarity with biomedical terminology.
  • Experience in scientific environments.
  • Background in ITIL practices is advantageous.
  • Proficiency with collaboration tools such as Atlassian, Jira, and Confluence.

Compensation:

The annual salary range for this position is competitive and commensurate with experience and qualifications.


Benefits:

Dovel Technologies offers a comprehensive benefits package that includes:

  • Medical, Rx, Dental & Vision Insurance
  • Personal and Family Sick Time & Company Paid Holidays
  • Parental Leave
  • 401(k) Retirement Plan
  • Group Term Life and Travel Assistance
  • Voluntary Life and AD&D Insurance
  • Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
  • Transit and Parking Commuter Benefits
  • Short-Term & Long-Term Disability
  • Tuition Reimbursement and Professional Development Opportunities
  • Employee Referral Program
  • Corporate Sponsored Events & Community Outreach
  • Employee Assistance Program

About Dovel Technologies:

Dovel Technologies is committed to fostering a diverse and inclusive workplace. We are an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to any protected status.