Customer Service Representative
About The Position
Looking for an opportunity to make an impact? At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. If this sounds like the kind of environment where you can thrive, keep reading! The Digital Modernization Sector brings together our digital transformation and IT programs, allowing us to better serve our customers through scale and repeatability. (Group Profile/Link to Group page) - https://www.leidos.com/capabilities/digital-modernization Your Next Great Adventure Awaits! Please Note: This position is currently contingent upon customer approval. The selected candidate(s) will not begin work until funding and customer approval is received. Leidos seeks a Customer Support to support NASA’s organizations. Overview: A communications services professional with specialized expertise in NASA systems and processes, responsible for coordinating directly with Mission, Project, and Directorate stakeholders to identify and define service requirements. Partners with customers through clear oral and written communication to develop and submit service requests for both standard and customized solutions. Maintains a strong working knowledge of the NASA service catalog and supporting infrastructure to effectively guide customers and ensure appropriate service selection. Utilizes PC-based tools, web platforms, and information management systems to initiate, monitor, and drive service requests through to successful completion in collaboration with customers.
Requirements
- A self-starter and have the ability to work independently as well as in a team environment.
- Proficient with MS applications.
- Have excellent oral and written skills.
- Flexible in a fluid environment and able to handle last minute requirements and priority changes.
- US Citizenship is required and able to obtain at minimum Public Trust clearance.
Nice To Haves
- Strong team player and ability to interact effectively with all levels of employees.
- Knowledge and application of project management is desirable.
Responsibilities
- Collect customer requirements for IT services provided by AEGIS, including but not limited to data, voice and video teleconferencing services.
- Interact with multiple customers to understand and define service needs and submits requirements for implementation.
- Act as the single project interface that has authority, resources, and tools to provide consistent, comprehensive information to customers about project services status.
- Identify and resolve complex problems involving technical issues across multiple disciplines.
- Support customers with technical guidance, detailed requirements definition, requirements submittal, implementation coordination, and requirements status and problem resolution.
- Responsible for end-to-end project success.
- Create and distribute monthly metrics and activity reports.
- Ensures correct workflow on Remedy work orders and change requests.
- Coordinate and assists with customer support issues.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
