Customer Service Representative

7 hours ago

Bethesda, Maryland, United States Guidehouse Full time
{"title": "Customer Service Specialist", "description": "Job Summary

Guidehouse is seeking a highly skilled Customer Service Specialist to join our team. As a key member of our support team, you will provide exceptional customer service to our clients, resolving technical issues and ensuring seamless support experiences.

Key Responsibilities
  • Provide first- and second-level technical support to clients via phone, email, and chat.
  • Troubleshoot and resolve hardware, software, and network issues.
  • Create and manage helpdesk tickets, documenting all activities and resolutions.
  • Escalate complex issues to senior support staff as needed.
  • Monitor call queues and ensure timely responses to client inquiries.
  • Utilize available resources to address client questions and concerns.
  • Comply with corporate IT service management policies and procedures.
  • Meet or exceed service level agreements, client satisfaction targets, and incident resolution metrics.
  • Generate reports on customer inquiries and resolutions, providing qualitative and quantitative assessments.
  • Contribute to the development of training materials and process improvements.
  • Communicate NLM policies and standards to clients and colleagues.
  • Stay current with industry trends and emerging technologies.
Requirements
  • Bachelor's degree with 5 years of relevant experience or 9 years of experience in lieu of degree.
  • Proven experience in customer-facing roles, with a focus on technical support.
  • Excellent communication, problem-solving, and multitasking skills.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects.
  • Strong analytical and problem-solving skills, with a focus on resolving complex technical issues.
What We Offer
  • A comprehensive total rewards package, including competitive compensation and a flexible benefits program.
  • A supportive and inclusive work environment, with opportunities for growth and development.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees.
", "lang_code": "en-US"}

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