Customer Support Specialist

2 weeks ago

Oklahoma City, Oklahoma, United States Penn Foster Inc Full time


Please note that Penn Foster Inc is closely monitoring Executive Orders and will be following any final decisions or mandates regarding the COVID-19 Vaccination as a federal contract provider.


POSITION SUMMARY

The Customer Support Specialist (Inbound Operations) plays a vital role in assisting the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing customer support for routine inquiries and issues related to applications, software, hardware, and network operations.

This position operates under close supervision, receiving detailed guidance before and during tasks.

The FAA Customer Service Center (CSC) maintains continuous operations, including during adverse weather conditions. Shifts may include nights, weekends, and holidays.

This role may also require working unscheduled overtime and providing coverage in the absence of colleagues.


KEY RESPONSIBILITIES
Under direct supervision, the specialist resolves common technical issues. Provides customer support for routine inquiries regarding applications, software, hardware, and network operations.
Responds to support requests via phone and email promptly and professionally.
Monitors computer systems and operations as necessary.

Documents all events and actions taken in the Customer Service and Desktop Support (CSDS) Information Technology Service Management (ITSM) software tool.

Follows standard operating procedures and documentation.
Resolves less complex issues immediately and escalates more complex problems to higher-level support.

May be required to work remotely and must have high-speed internet access and a quiet area for receiving calls.

Responsible for personal development by being open to training opportunities provided by the company.
Essential responsibilities include integrating CNI Core Competencies into daily activities, such as commitment to integrity, quality of work, financial goal support, initiative, teamwork, problem-solving, organization, effective communication, leadership, commitment to Affirmative Action, reliability, flexibility, and accountability.

Encourages a culture of compliance with all applicable regulations (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the organization.

Fosters an environment where violations or suspected violations of policy are reported and discusses compliance and regulatory issues that arise during government contract performance.


EDUCATION AND EXPERIENCE

A high school diploma or equivalent and a minimum of one (1) year of relevant experience in a technical support role, preferably in a service desk or call center environment.

Must possess or be able to obtain within four (4) months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification.

Experience with Active Directory, Remedy ITSM, or similar incident logging tools is preferred. Experience with FAA or government contracting is also preferred.
CERTIFICATIONS
U.S. Citizens / Green Card holders only due to government requirements.
Ability to pass an FAA background investigation for positions of Public Trust.
Help Desk Institute (HDI) Customer Service Representative (CSR) or Support Center Analyst (CSA) Certification required within 4 months of hire date.
JOB SPECIFIC KNOWLEDGE, SKILLS, AND ABILITIES
Understanding of tools, concepts, practices, and procedures related to an IT Help Desk Support environment.
Basic knowledge of desktop support incident logging tools (i.e., Active Directory and Remedy ITSM).
Ability to troubleshoot computer hardware and software issues.
Excellent verbal and written communication skills with fluency in English (other languages are a plus).
Exceptional customer service skills with the ability to respond to requests in a professional and timely manner.
Ability to handle difficult situations with tact.
Strong critical thinking skills to identify, analyze, and resolve issues.

Ability to work in a fast-paced environment and learn new techniques related to incident response.

Detail-oriented with the ability to accurately log incident tickets in a ticketing system.
Ability to work independently and collaboratively to achieve goals.
Ability to lift 25 pounds.
Flexible with the ability to work various shifts, including overtime and during inclement weather.
Reliable and punctual.
The position offers a competitive hourly wage.

Penn Foster Inc provides a comprehensive benefits package that includes:
Medical
Dental
Vision
401(k)
Short-Term/Long-Term Disability/Accidental Death & Dismemberment
Employee Assistance Program (EAP)
Paid Time Off (PTO)
Training and Development Opportunities

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.


Job Type:
Full-time

Pay:
Competitive hourly wage

Shift:
Day shift
Morning shift

Weekly day range:
Monday to Friday

Work setting:
Call center
In-person

Application Question(s):
Do you have one year of help desk or call center experience?

Education:
High school or equivalent (Required)

Work Location:
In person

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