USAJOBS · 14 hours ago
Technology Experience Partner #3094
Washington, District of Columbia, USA
Full-time
Onsite
Mid Level
$84K/yr - $147K/yr
3+ years expThe U.S. Senate Sergeant at Arms is seeking a Technology Experience Partner. This role serves as the primary point of contact between the Chief Information Officer and the customer community, facilitating communication and advocating for customer needs while managing technology products and services.
ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency
No H1B
U.S. Citizen Only
Responsibilities
Serves as the primary point of contact between the Chief Information Officer (CIO) and the customer community, facilitating clear and proactive communication to understand and advocate for customer needs, and providing information on the technology products and services
Proactively engages with the Senate community to gather insights on their business requirements and challenges, advocating for solutions that align with these needs
Partners with the technology solutions business partners to accurately document and prioritize customer requirements, ensuring seamless translation into products and services
Develops and maintains comprehensive communication strategies to keep the customer community informed and educated about technology trends, updates, and service improvements both written and verbal
Establishes and manages a feedback mechanism to capture customer insights, concerns, and satisfaction levels
Uses this feedback to drive continuous improvement in products, services, and customer support practices
Defines and monitors key performance indicators (KPIs) related to customer support and satisfaction
Regularly reports these metrics to senior management, providing insights and recommendations for strategic decisions and improvements in customer support operations
Other duties, as assigned
Qualification
Required
Diploma with 3-5 years of relevant work experience
Bachelor's degree with 2-4 years of relevant work experience
Master's degree with 1-3 years of relevant work experience
As part of our hiring process, we may conduct a skills assessment to better understand an applicant's proficiency in key areas relevant to the role
Fundamental relationship building skills with diverse teams and stakeholders
Basic to intermediate oral and written communication skills
Ability to empathize and manage emotions in a customer support context
Introductory analytical and problem-solving skills
High School Diploma/ GED
Preferred
3+ years of customer service experience in the Senate preferred
Proven track record of handling escalated customer issues effectively
Proficiency with ServiceNow ticketing
Strong Microsoft Office skills (especially Teams for communication and Excel for reporting and tracking)
Ability to provide demonstrations of supported CIO technologies
Excellent verbal and written communication skills
Ability to handle difficult conversations and de-escalate conflicts
Strong listening skills to accurately capture customer needs and issues
Proven ability to think critically and resolve complex customer issues
Demonstrated ability to exercise sound judgment under pressure
Aptitude for making quick, data-informed decisions
Experience training or mentoring junior team members
Strong interpersonal skills to lead by example and foster team morale
Ability to provide constructive feedback to team members
Demonstrated commitment to delivering high-quality customer experiences
Ability to empathize with customers and anticipate their needs
Passion for continuous improvement in customer satisfaction
Ability to thrive in a fast-paced, high-stress environment
Willingness to adapt to new systems, processes, and policies
Strong organizational skills to handle multiple cases or inquiries at once
Proficiency in data analysis to track performance metrics (KPIs)
Ability to identify trends in customer feedback and suggest improvements
Experience preparing reports on customer service metrics or performance
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Company
USAJOBS
USAJOBS enables federal job seekers to access job opportunities across hundreds of federal agencies and organizations.
10001+ employees
Funding
Current Stage
Late StageRecent News
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