Help Desk Customer Service Representative

Parsons•Centreville, VA

9d•$22 - $38

About The Position

Parsons is looking for an amazingly talented Help Desk Customer Service Representatives to join our team! In this role you will get to ensure round-the-clock support is available 24/7/365 , through both phone and email, ensuring help desk response capabilities are always accessible to a worldwide mission !

Requirements

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

Nice To Haves

Expertise to adjudicate Tier 2 level inquiries
Efficiency in one or more language translation software tools
Knowledge of Quality Assurance standards
One or More industry standard certifications such as ITIL
Knowledge of government contracting processes and procedures
Active Polygraph

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
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.