Job BriefService Desk, Escalation
Job DescriptionThe Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.
The Level 1 Customer Support Specialist shall possess the following capabilities:- Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat
- Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution
- Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues
- Enter and track tickets for the requesting organization
- Responsible for attending meetings that affect Help Desk Process and Procedures
- Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status
- Solve problems using documented Standard Operating Procedures (SOP)
- Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc.
- Provides support for the escalation and communication of status to agency management and global customers
Qualifications:- 0-5 years of experience
- Able to prioritize and execute tasks in a high-pressure environment
- Strong customer service skills and the ability to work in a team-oriented, collaborative environment.
- Be sensitive to unique dialects as our customers may speak English as a second language
- Availability to work weekends and holidays
- Willing to work overnight shift from 2300 - 0700 Sun-Thu/Tues-Sat/Mon-Fri
Certifications Required: Position requires active Security Clearance with appropriate PolygraphPay Range: 106, 000 - 142,000
The RealmOne pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role's responsibilities, the candidate's educational background, their work experience, and the specific competencies crucial for success in the role.
RealmOne Benefits:- Healthcare Coverage + Insurance: Medical: Three (3) rich healthcare options through CareFirst with 100% or majority company-paid premiums. Tax-advantaged health savings account available with generous employer contribution. Dental + Vision: 100% employer-paid for employees and family with buy-up option available.
- Retirement + Savings: 401K - 10% TOTAL CONTRIBUTION - 5% safe harbor - 5% annual profit share. Immediate vested, no match required!
- Paid Time Off + More: 4 weeks starting PTO - 11 federal holidays + 2 floating holidays - Paid hours for company-required training.
- Career Growth + Development: Access to FREE 24/7 learning via Udemy - Opportunities to participate in tech councils, industry initiatives, etc. - $7,500 annual Educational & Professional Development Assistance.
- MORE BENEFITS...FOR EVERY LIFESTYLE! - Paid parental leave - Adoption assistance - Annual swag drops - Flexible work schedules - -Generous referral bonus program - Employee appreciation + family-friendly corporate events ...and much more.
