Job Description

• Engage with a high volume of customers daily, respond to their software        service requests via telephonic and web-based communications.
• Triage problems and document triage methodology in CRM ticketing 
  system.
• Troubleshoot and analyze system application issues accurately in a fast-
  paced environment.
• Maintain accurate information and timely updates using a CRM ticketing
  system.
• Follow proper escalation guidelines.
• Experience supporting system issues with internal and external users.
• Review training material and other resources to accurately apply business
  application knowledge when communicating with end-users.
• Work with team members and subject matter experts to document and
  communicate changes to support the team mission.
• Analyze and correct system problems using documented procedures,
  available tools, and personal knowledge and skills.
• Increase customer satisfaction by resolving issues.
• Participate in continuous improvement by generating suggestions, engaging
  in problem- solving activities to support teamwork.

SKILL REQUIRED:
• Bachelor’s degree preferred
• 3-5 years of customer support experience providing functional support is
   preferred
• Application software support troubleshooting is a plus.
• Prior customer and end-user support experience required.
• Must have excellent communications skills.
• Knowledge and understanding of the System Development Life Cycle 
  (SDLC) is a plus.
• Excellent problem solving and analysis skills with the ability to effectively
  troubleshoot and resolve or escalate problems.
• Use critical thinking to break down problems, evaluate solutions and make
  decisions.
• Prior experience working with a ticketing system or other Help Desk tools.
• Ability to identify and utilize relevant resources to provide customers with
  information and resolution.
• Strong research and resource management skills.
• Experience working within the National Institutes of Health, or another
  Federal Agency is a plus.
• Must be able to pass a background investigation and quaifiy for a Public          Trust clearance.

“We offer Medical, Dental, Vision, Basic Life, Short-Term Disability, Accident, Term Life, Whole Life, and 401k for all W2 Consultants. A benefit overview will be provided as requested.”