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Inbound Customer Service Associate
2 months ago
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 OVERVIEW
The Customer Support Specialist (Inbound Calls) plays a vital role in assisting the operations of the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by delivering customer support related to routine inquiries and issues concerning applications, software, hardware, and network functionalities.
This position operates under close supervision, receiving detailed written or verbal instructions prior to 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 event of a colleague's absence.
KEY RESPONSIBILITIES
Under direct supervision, addresses common computer operating challenges. Provides customer support for routine inquiries related to applications, software, hardware, and network operations.
Responds to support requests via phone and email in a prompt and professional manner.
Monitors computer systems and operations as necessary.
Records all events and documents findings, actions, and resolutions in the Customer Service and Desktop Support (CSDS) Information Technology Service Management (ITSM) software tool.
Adheres to and utilizes standard procedure documentation.Resolves less complex issues immediately and escalates more complex issues to second-level support.
May be required to work remotely and must have access to high-speed internet and a quiet area for receiving calls.
Responsible for personal development by being open and receptive to any training provided by the company.Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for integrating Penn Foster Inc Core Competencies into daily functions, including: commitment to integrity, quality of work, supporting financial objectives, initiative, cooperation, problem analysis, organization, effective communication, leadership, commitment to Affirmative Action, reliability, flexibility, and accountability for actions taken.
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 as a whole.
Fosters an environment where violations or suspected violations of company policy, FAR, and/or CFR can be reported and discussed openly.
EDUCATION / EXPERIENCE
A high school diploma or general education degree (GED) 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 have the ability 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 a similar problem/incident logging tool is preferred. FAA or government contracting experience is also preferred.CERTIFICATES / LICENSES / REGISTRATION
U.S. Citizens / Green Card holders only due to government or federal requirements.
Ability to pass an FAA background investigation to work in a position 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 / ABILITIES
Knowledge and understanding of the tools, concepts, practices, and procedures related to an IT Help Desk Support environment.
Basic knowledge and understanding of desktop support incident logging tools (i.e., Active Directory and Remedy ITSM).
Basic knowledge and ability to troubleshoot computer hardware/software issues.
Excellent verbal and written communication skills with fluency in the English language (other languages welcome).
Exceptional customer service skills with the ability to respond to requests in a professional, helpful, and timely manner.
Ability to use tact in handling difficult individuals and/or situations.
Solid critical thinking skills with the ability to identify, analyze, and resolve problems/issues.
Ability to work in a fast-paced, stressful environment and to learn/apply new knowledge and techniques related to incident response.
Detail-oriented with the ability to accurately log incident tickets in a ticketing software system.Ability to effectively work both independently and in a team environment for the successful achievement of goals.
Ability to lift 25 pounds.
Flexible with the ability to work a variety of shift assignments, including overtime and during inclement weather conditions.
Ability to be reliable and punctual.
COMPENSATION AND BENEFITS
The position offers a competitive hourly wage.
Penn Foster Inc provides a comprehensive benefits package that includes:
Medical
Dental
Vision
401(k)
STD/LTD/AD&D
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
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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