Help Desk | Corona Borealis

TEKsystems•Washington, DC

12d•$38 - $42•Onsite

About The Position

Help Desk Technicians use their problem-solving skills to be the first to respond to support requests from users of our software platform and to help enable them to work efficiently using in-house products. They have a passion for user enablement, are advocates for our customers’ success and collaborate with product engineers, implementation teams, and other support engineers to ensure users’ inquiries are resolved as effectively and quickly as possible. They’re comfortable using their problem-solving skills to find solutions to novel problems within a complex, rapidly evolving software product, rather than relying on copying and pasting precedent from previous answers. Importantly, they’re responsible not only for assisting users but also for synthesizing the key trends they’re observing in the field into feature requests to partner with engineers to shape the continued evolution of the in-house platform.

Requirements

A passion for customer support and enablement - this will be key to success, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets
Experience providing customer support, preferably on complex software platforms
Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area
Excellent English writing and communication skills with the ability to skillfully engage with customers on complex, sensitive topics
Ability to operate in a fast-paced environment, where the product and support processes are often changing
Ability to continuously learn and work independently, making decisions with minimal supervision
Strong organizational skills and attention to detail through effective prioritization strategies and the use of task ticketing and tracking systems.
Learning and growth mindset: ability and willingness to quickly ramp up on Foundry and project-specific workflows
Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users
(As required by U.S. Government contract) TS/SCI clearance eligibility
Help desk support
Troubleshooting
Customer service
Windows
Support
Help desk
Service desk

Nice To Haves

knack for streamlining and improving support processes.
proficiency with Python and Pyspark.

Responsibilities

Develop a deep understanding of Foundry applications, so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way
Gather necessary information and respond to customer inquiries through a comment-based ticketing system
Recreate and diagnose issues reported by the client
Triage, track, and correctly escalate support requests across client support teams and team when necessary
Collaborate with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users
Identify and drive forward various support initiatives to improve the effectiveness and efficiency of global Foundry user support at growing scale
Make contributions to core documentation where context is currently missing