Apply on Employer Site

ParsonsKellogg · 1 month ago

Help Desk Customer Service Representative

US - VA, Centreville

Full-time

Hybrid

Entry Level

$21.88/hr - $38.27/hr

2+ years exp

Parsons is a company that values innovation and employee growth, seeking talented Help Desk Customer Service Representatives to provide 24/7 support. In this role, you will handle tier 1 inquiries and escalate complex issues, ensuring customer satisfaction through efficient service delivery.

AdvertisingMarketing

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Adjudicating 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

Utilize specialized software tools, to efficiently log customer interactions, track issue resolution progress, and generate performance metrics that gauge customer satisfaction levels

Assisting users existing in multiple geographically dispersed areas with diverse backgrounds

Provide detailed product support covering technical aspects, operational guidance, and user/account queries via phone, email, or in-person interactions

Conduct thorough research to resolve issues efficiently while maintaining up-to-date knowledge on products, platforms, and industry trends to enhance service request support

Act as a key contributor to shaping the customer experience strategy across various touchpoints and channels; you will actively suggest process improvements aimed at elevating customer satisfaction

Qualification

JIRAMaximoTier 1 support experienceITIL certificationAnalytical skillsCustomer feedback coordinationQuality Assurance knowledgeLanguage translation softwareGovernment contracting knowledgePolygraph clearanceCommunication skills

Required

Active Top Secret/SCI clearance

High School Diploma and 2 years of experience with Tier 1 or higher experience

Expertise to adjudicate Tier 1 level inquiries

Excellent communications and analytical skills

Experience with transitioning complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution

Expertise in using issue tracking tools such as JIRA and Maximo

Adept at documenting service or product-related concerns promptly

Experience customer feedback for management review and coordinating with internal departments for issue resolution continuity; ensuring a seamless client journey from start to finish

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

Additionally, they meticulously enter and monitor service work orders while verifying the accuracy of account information and recorded data, ensuring a consistent commitment to quality service delivery