Customer Care Assistant

Booz Allen Hamilton•Norfolk, VA

16h•$39,600 - $81,000•Hybrid

About The Position

The Customer Care Assistant provides supervised support for Help Desk tickets submitted by employees and vendors, responding within service-level agreements, updating tickets daily with complete notes, and ensuring resolution to customer satisfaction before closure. The role supports effective and timely Delivery Hub operations, interfaces with internal and external customers and leadership, and provides policy guidance on inquiries. It also backs up front-line customer service representatives and supports employees and managers by troubleshooting issues, using telephony and case-management technology, and consulting a knowledge base. The position is hybrid in Norfolk, Virginia, and requires U.S. citizenship due to the nature of the work.

Requirements

At least 1 year of experience in a customer service and support role.
Experience with Microsoft Office 365, including Excel, Word, and Outlook.
Ability to multitask in a fast-paced team environment.
High school diploma or GED.
U.S. citizenship is required.

Nice To Haves

Experience with ServiceNow.
Excellent detail-oriented and organizational skills.

Responsibilities

Perform repetitive administrative and transactional activities as directed by the supervisor.
Provide backup to front-line customer service representatives and support employees and managers.
Troubleshoot to analyze, isolate, and solve problems and issues.
Use telephony and case-management technologies to capture and resolve employee and manager inquiries or determine whether escalation is required.
Educate employees about organizational tools, policies, and processes so they can handle inquiries more independently.
Keep sensitive information confidential and protect personal information while processing transactions and addressing inquiries.
Comply with departmental practices and applicable local, state, and federal laws and regulations.
Use a knowledge base to answer questions, resolve issues, and complete transactions.
Support Help Desk tickets within response service-level agreements, update tickets daily with complete notes, and ensure resolution to customer satisfaction before closing tickets.