NASA ESD Tier 1 Customer Service Rep
About The Position
This position provides Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets. Documents all support activity in ServiceNow tracking system. This position receives, comprehends, provides, and responds to routine technical informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. The Tier 1 ESD representative is also responsible for responding to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics. Tasks may require simple adaptation and interpretation of provided job reference materials. Responsible for effectively handling customer contacts (i.e. phone calls, e-mail, TDD, etc.). Documents inquiry outcomes for accurate tracking of the help desk interaction. Maintains positive customer relations and coordinates with various functions within the organization to ensure customer requests and questions are handled appropriately and timely.
Requirements
- High school diploma or general education degree (GED) required w/ some college preferred; or one year related experience and training; or equivalent combination of education and experience.
- Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input).
- Ability to comprehend basic instructions, short correspondence, and memos.
- Ability to compose basic correspondence.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
- Ability to deal with problems involving a few concrete variables in standardized situations.
- Must be able to submit application and be accepted by NASA for Position of Trust
Nice To Haves
- some college preferred
- Prior experience working with Microsoft Word and Microsoft Excel desired.
- Ability to multi-task is desired.
- Representatives move between email and phone support.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Responsibilities
- Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web.
- Handles inbound customer contacts.
- Follow established escalation procedures.
- Resolves and responds to written customer inquiries and phone calls.
- Handles customer questions/issues requiring follow-up and exercises independent judgment within set guidelines.
- Uses reasonable independent judgment to respond to customer questions/issues for which no definitive guidelines are in place.
- Develops and maintains positive customer relationships and as well as team members and supervisors.
- Applies critical thinking and problem solving skills to customer issues.
- Focuses on customer retention by providing superior levels of service.
- Acts as part of an overall customer service team member to assist team in meeting goals and quality objectives
- Understands critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other.
- Provides good interpersonal skills in handling customer inquiries.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
