Customer Support Representative
7 days ago
At NTI, Inc., we are dedicated to providing opportunities for individuals with disabilities and their caregivers to thrive in the workforce. We are seeking a Customer Support Representative to join our Federal Service Desk Contact Center team.
About the RoleThis role is an excellent opportunity for individuals who enjoy working in a fast-paced contact center environment and have a passion for delivering exceptional customer service. As a Customer Support Representative, you will be responsible for providing troubleshooting support to users of the Integrated Award Environment (IAE) via phone, chat, or webform submission.
You will work closely with a team of experienced professionals to resolve complex technical issues and provide world-class customer experiences. This is a remote position, offering flexibility and autonomy, while also requiring strong communication and problem-solving skills.
What You'll Do- Use provided systems and knowledge base to answer call center help desk tickets/cases not already resolved by automated customer response systems.
- Meet IAE customer service goals by providing seamless support/assistance to customers, as measured through program metrics.
- Create a world-class customer experience for users seeking to do business with the government.
- Evaluate and escalate incidents to higher levels or groups per guidance when necessary.
- Must be able to pass a federal background check.
- High school diploma or equivalent required.
- Typing speed of at least 30 words per minute.
- Excellent computer skills, including the ability to analyze and troubleshoot common computer and technology issues.
- Strong attention to detail, ability to multi-task, and prioritize tasks effectively.
- Professional communication skills, both written and verbal.
We offer a competitive salary of $17.75 per hour, commensurate with the wage scale for your specific location. In addition to a comprehensive benefits package, you will receive paid training, which begins with virtual classroom sessions Monday through Friday from 12 PM to 4 PM for six weeks. Our team culture values empathy, patience, and cooperation, making it an ideal environment for those who enjoy helping others.
We strive to create a diverse and inclusive workplace that supports the needs of our employees. If you are passionate about delivering exceptional customer service and have a strong desire to make a difference, we encourage you to apply for this exciting opportunity.
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