Technology Experience Partner #702

Senate • Washington, DC

1d • Hybrid

About The Position

The Senate Sergeant at Arms is seeking a Technology Experience Partner. This role acts as the primary point of contact between the CIO office and assigned customer groups, ensuring clear day-to-day communication and representing customer needs. The partner will proactively engage with the Senate community to gather business requirements and identify challenges, drafting and delivering communication materials to keep customers informed of technology changes and trends. They will also administer feedback mechanisms, collect customer satisfaction data, and track KPIs related to customer support and satisfaction.

Requirements

• Diploma with 3-5 years of relevant work experience.
• Bachelor's degree with 2-4 years of relevant work experience.
• Master's degree with 1-3 years of relevant work experience.
• Fundamental relationship building skills with diverse teams and stakeholders.
• Basic to intermediate oral and written communication skills.
• Ability to empathize and manage emotions in a customer support context.
• Introductory analytical and problem-solving skills.
• Proficiency with ServiceNow ticketing.
• Strong Microsoft Office skills (especially Teams for communication and Excel for reporting and tracking).
• Ability to provide demonstrations of supported CIO technologies.
• Excellent verbal and written communication skills.
• Ability to handle difficult conversations and de-escalate conflicts.
• Strong listening skills to accurately capture customer needs and issues.
• Proven ability to think critically and resolve complex customer issues.
• Demonstrated ability to exercise sound judgment under pressure.
• Aptitude for making quick, data-informed decisions.
• Experience training or mentoring junior team members.
• Strong interpersonal skills to lead by example and foster team morale.
• Ability to provide constructive feedback to team members.
• Demonstrated commitment to delivering high-quality customer experiences
• Ability to empathize with customers and anticipate their needs.
• Passion for continuous improvement in customer satisfaction.
• Ability to thrive in a fast-paced, high-stress environment.
• Willingness to adapt to new systems, processes, and policies.
• Strong organizational skills to handle multiple cases or inquiries at once.
• Proficiency in data analysis to track performance metrics (KPIs).
• Ability to identify trends in customer feedback and suggest improvements.
• Experience preparing reports on customer service metrics or performance.
• Adherence to all organizational confidentiality, security, and data protection policies, particularly when handling customer feedback, business requirements, and CIO communications.

Nice To Haves

• 3+ years of customer service experience in the Senate preferred.
• Proven track record of handling escalated customer issues effectively.

Responsibilities

• Acts as the primary point of contact between the CIO office and assigned customer groups, ensuring clear day‑to‑day communication and representing customer needs.
• Engages proactively with the Senate community to gather business requirements and identify challenges; escalates themes to senior team members when needed.
• Partners with technology solutions teams to document customer requirements, ensuring accuracy and alignment with existing products and services.
• Drafts and delivers communication materials (email updates, briefings, release notes) to keep customers informed of technology changes and trends.
• Administers established feedback mechanisms, collects customer satisfaction data, and highlights patterns for further review.
• Tracks routine KPIs related to customer support and satisfaction; assists with preparing periodic reports for management.
• Other duties, as assigned.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED