• Technical Customer Support - Government Contract, Tier I

    Location US-IL-Lincolnshire
    Job ID
    88829
    Function
    Customer Service
  • Overview

    Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues and escalates as directed. Develops an understanding of multiple applications and platforms. This position will provide customer support exclusively for government contracts.

    Responsibilities

    • Communicates basic technical solutions to customers using effective communication, listening and comprehension skills.
    • Fully documents customer interactions in real-time
    • Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments.
    • Identifies and escalates complex problems under direct supervision.
    • Works on a limited variety of problems of limited scope using defined procedures and practices.
    • Collaborates with fellow technicians and supervisor to solve problems.
    • Familiarizes self with new technologies, products and platforms.
    • Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers.
    • Demonstrates strong customer service, communication and problem-solving skills.

    Qualifications

    Government contract requirement:

    •  US citizen required - individual must be able to obtain a
      Public Trust / Sensitive Security Clearance.

    Preferred Education: 

    •  High School or equivalent

    Preferred Work Experience (years):

    • 0-2 years of experience

    Key Skills and Competencies:

     

    • Basic computer literacy with a working knowledge of the
      Microsoft Office suite including Word, Excel, and
      Outlook
    • Customer service values / orientation
    • Solid professional work behaviors (attendance,
      teamwork, time management)
    • Communication skills (listening, providing clear and
      concise information, using proper language and
      grammar)

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