Customer Service Representative

2 months ago

Centreville, Virginia, United States Parsons Corporation Full time

Job Summary:

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Parsons Corporation. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, ensuring that their issues are resolved efficiently and effectively.

Key Responsibilities:

  • Technical Support: Provide technical support to customers via phone, email, or in-person interactions, ensuring that their issues are resolved in a timely and professional manner.
  • Issue Resolution: Adjudicate tier 1 level inquiries and have the authority to escalate complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution.
  • Communication: Utilize specialized software tools to efficiently log customer interactions, track issue resolution progress, and generate performance metrics that gauge customer satisfaction levels.
  • Customer Service: Assist users existing in multiple geographically dispersed areas with diverse backgrounds, providing detailed product support covering technical aspects, operational guidance, and user/account queries.
  • Research and Development: Conduct thorough research to resolve issues efficiently while maintaining up-to-date knowledge on products, platforms, and industry trends to enhance service request support.
  • Process Improvement: Act as a key contributor to shaping the customer experience strategy across various touchpoints and channels, actively suggesting process improvements aimed at elevating customer satisfaction.

Requirements:

  • Active Top Secret/SCI Clearance: Must have an active Top Secret/SCI clearance.
  • Education: Bachelor's degree in engineering or related field, or equivalent combination of education and experience.
  • Technical Skills: Expertise in using issue tracking tools such as JIRA and Maximo, as well as experience with transitioning complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution.
  • Communication Skills: Excellent communications and analytical skills, with the ability to document service or product-related concerns promptly.
  • Customer Service Skills: Experience in customer feedback for management review and coordinating with internal departments for issue resolution continuity, ensuring a seamless client journey from start to finish.
  • Problem-Solving Skills: Ability to ensure a smooth transfer of the customer to the appropriate technical support group, in instances where an issue cannot be resolved satisfactorily in-house.

Desired Skills:

  • Education: Bachelor's degree or equivalent hands-on demonstrable work experience in a technical field.
  • Language Skills: Efficiency in one or more language translation software tools.
  • Quality Assurance: Knowledge of Quality Assurance standards.
  • Certifications: One or more industry standard certifications such as ITIL.
  • Government Contracting: Knowledge of government contracting processes and procedures.
  • Polygraph: Active Polygraph.

About Us:

Parsons Corporation is a digitally enabled solutions provider focused on the defense, security, and infrastructure markets. With nearly 75 years of experience, Parsons is uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services to federal, regional, and local government agencies, as well as to private industrial customers worldwide.

Benefits:

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle.

Equal Opportunity Employer:

Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company's core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.

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