Customer Service Specialist II

ARES Corporation

1d•Hybrid

About The Position

Ares Technical Services is seeking a Customer Service Specialist II to provide Customer Service and Engagement services for the Stennis Space Center (SSC) Office of the Chief Information Officer in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency’s enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA’s Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing engaging videos, to information technology management, to using social media to share NASA’s message, eMITS integrates services for NASA IT and provides NASA’s communication to the outside world. Come join us in support of NASA’s mission to inspire the world through information and discovery. Remote, hybrid, and onsite positions the employee bears travel costs to nearest NASA Center for badging and issue of NASA IT equipment.

Requirements

Excellent communication skills, both written and verbal.
Excellent customer service skills.
Excellent interpersonal skills and a customer service focused attitude.
Must be proficient in Windows and all Microsoft Products.
Effective deductive reasoning and troubleshooting skills.
Proficiency in multitasking in a fast-paced work environment.
Adaptable to change and inconsistency in the workplace.
Good analytical and organization skills.
High attention to detail and strong documentation skills.
Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Box.
A BA/BS in a related field with two years’ experience in a customer service or related field required, or an AA/AS in a related field with 6 years’ experience, or a high school diploma with 10 years’ experience.

Nice To Haves

An aptitude for understanding and learning new information technologies. Self-motivated, innovative thinker, that works well at prioritizing tasks.
Working in a team environment with a diverse group.
Experience with customer service ticket tracking (ITIL) systems a plus.
Experience with SharePoint a plus.

Responsibilities

Triage requests from users via phone, email, Teams and other messaging tools and provide resolution or route to the appropriate support team.
Perform customer engagement and/or outreach activities such as planning, developing, coordinating, and participating in events and activities which support customer engagement/outreach.
Review IT service requests (SRs) for validity, correctness, and track orders until completion.
Provide technical support to the SSC OCIO Customer Relationship Managers and Business Relationship Managers by assisting users in ordering of IT services, tracking orders through to completion and assist users in navigating the IT processes and tools.
Provide training in response to customer requirements for general use of Common Use Software and Hardware.
Provide IT Configuration Management for all systems designed, implemented and maintained by the contractor.
Provide meeting scheduling and operational support for all the technology showcased in Stennis Space Center’s Collaboration Space as well as the Technology Infusion Lab.
Support Center activities for Agency Software Management, Information Technology Asset Management, NASA’s Agency Commercial IT Request System, and Enterprise Software Procurement initiatives.