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Application Support Professional

2 months ago

Vienna, Virginia, United States Integral Federal Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Integral Federal. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Responsibilities
  • Provide technical support and troubleshooting for a variety of software applications and systems.
  • Respond to customer inquiries and concerns in a timely and professional manner.
  • Utilize chat functionality to deliver service and support to customers.
  • Engage with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests.
  • Conduct research using available resources, including knowledge bases, training materials, and published solutions.
  • Adhere to established agency processes and procedures.
  • Identify and escalate priority issues and redirect problems to appropriate resources.
  • Accurately process and record call transactions via the agency's ticketing system.
  • Follow up with and make scheduled callbacks to customers as per standard procedures.
  • Stay current with agency system information, changes, and updates as directed.
Qualifications
  • 1+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial software, COTS, and/or applications software using multiple channels.
  • Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti.
  • Strong customer service, verbal and written communication skills, and troubleshooting skills required.
  • Ability to quickly learn complex business applications and apply this knowledge to assist end users.
  • Bachelor's degree or certification; work experience may be a substitute.
  • US Citizenship necessary with ability to pass a background check.