Customer Support Specialist II

2 weeks ago

Richmond, Virginia, United States Dominion Energy Full time

Position Overview

The Help Line Agent II role is essential in delivering first-rate assistance and serving as the primary contact for Information Technology (IT) challenges.

Company Overview

Dominion Energy is dedicated to offering dependable, cost-effective, and progressively sustainable energy solutions that empower our customers daily. We prioritize safety and teamwork, creating a purpose-driven workplace where you can cultivate your career.

Work Environment

This position supports a hybrid work model, allowing for a blend of in-office and remote work to enhance flexibility.

Key Responsibilities

  • Provide immediate assistance through a centralized help desk, addressing inquiries via calls and emails while troubleshooting and diagnosing IT-related issues across various platforms and applications.
  • Ensure prompt resolution or efficient escalation of issues, all while delivering an exceptional customer service experience.
  • Document and resolve a diverse array of IT problems, adhering to established policies and procedures, and escalating more complex issues to specialized support teams.
  • Handle a significant volume of support requests daily, maintaining a focus on quality and efficiency.
  • Perform additional tasks as assigned to support team objectives.

Qualifications

Applicants should possess a minimum of 3 years of experience in help desk or call center environments, showcasing a commitment to outstanding customer service.

  • This role is primarily focused on phone support.
  • Experience with Okta Administration is mandatory.
  • Proficiency in computer hardware/software, mobile devices, Windows 10 OS, Office 365 Suite, SharePoint, Active Directory, and print management tools is required.
  • A minimum of 1 year of experience with the ServiceNow ticketing system is necessary.
  • Exceptional customer service and strong analytical skills are essential for success in this role.

Desired Attributes

  • Excellent communication skills, both verbal and written, along with active listening abilities.
  • Capability to identify and resolve issues promptly while efficiently escalating when necessary.
  • Experience in creating procedural documentation is advantageous.
  • Ability to multitask effectively while engaging with clients on calls.
  • Demonstrated logical and analytical thinking skills.
  • Experience adapting to rapidly evolving technologies to meet business needs.
  • Self-discipline and mindfulness in a busy call center environment.
  • Experience adhering to scheduled breaks and performance metrics.
  • Willingness to work flexible hours, including potential support during emergencies.

Education Requirements

A high school diploma or GED is required, with an associate degree preferred.

Working Conditions

This role involves an office work environment with occasional travel up to 25%.

Compensation and Benefits

Dominion Energy offers competitive salaries and a comprehensive benefits package, including health coverage, retirement plans, paid time off, and tuition reimbursement, among other perks.

We are an equal opportunity employer committed to a diverse workforce, ensuring that all qualified applicants receive consideration for employment without regard to their protected veteran or disabled status.

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