Customer Service Representative – Help Desk

Essential Duties and Responsibilities

• Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues relating to various user concerns.
• Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users.
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
• Serve as a technical liaison to project managers as needed.
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.
• Avoid performing other duties as may be assigned by management.

Job-Specific Essential Duties and Responsibilities

• Provide remote support and resolve issues for users whom may be at remote offices or home office users.
• Identify areas deserving attention in the technical support environment, and consult with management.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Work within the team framework created by management and work with team members on assigned projects.
• Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues.

Minimum Requirements

• Availability is requried Monday-Friday between 7:00 AM - 7:30 PM (ET).
• Strong verbal and written communication /customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.
• Hightly detail-oriented, organized, timely, and customer service-oriented.
• Ability to work well independently and in a team setting.
• Must be able to successfully complete the CMS client vetting process as a condition of employment.
• Adaptable, flexible and able to deal with ambiguity and change.
• Excellent oral and written communication and customer service skills.
• Excellent attention to detail and good analytical skills.

Preferred Skills and Qualifications

• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies.
• Experience with and/or ability to use call center telephony equipment.
• Experience in customer support or call center support.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project).
• Government experience preferred.