Customer Service Representative
We harness the power of innovation so that you can change the world and help our customers solve their most complex challenges
Job Description:
Parsons is looking for an amazingly talented Help Desk Customer Service Representative 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!
What You'll Be Doing:
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
What Required Skills You'll Bring:
Active Top Secret/SCI clearance
Bachelor's degree in engineering or related field, or equivalent combination of education and 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
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.
What Desired Skills You'll Bring:
Bachelor's degree or equivalent hands-on demonstrable work experience in a technical field
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
#angelfish
Minimum Clearance Required to Start:
Top Secret SCIThis position is part of our Federal Solutions team.The Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.
COMPETITIVE BENEFIT OFFERINGS
Financial Wellness
We care about your financial wellbeing. Parsons offers competitive pay and retirement plans to help you build wealth for the future while giving you the flexibility to diversify your investments.
Work Life Harmony
Balance in life is important and time away from the office is imperative to allow you to refresh and focus your attention on the things that matter to you. Parsons supports your time away by providing paid time off and paid flexible holidays.
Career Development
We are committed to fostering the personal and professional growth of our employees. Develop and advance yourself though our comprehensive training, educational and mentorship programs.
Veteran Support
We provide Industry leading benefits to support veterans and active-duty members to provide security for you and your family by offering robust leave and benefits; including paid active-duty military leave and paid time off when transitioning back to civilian life.
Mind & Body
At Parsons we inspire healthier habits, heathier minds, and a healthier you through our wellness program. Participate in our weekly Meditation Mondays and Wellness Wednesdays. Wellness, at Parsons, is more than just your annual checkup.
Health
Health is not a one size fits all. At Parsons, we offer a robust Employee Assistance Program as well as comprehensive medical, dental and vision plans through large, national carriers with the choice of regional PPO, HDHP, or HMO networks.
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