At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in… delivering foreign aid, our solutions are improving the lives of millions of people. Were looking for a service desk associate who shares our commitment to leveraging technology to make a real impact in the world a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.
Principal Responsibilities
Must be able to work the overnight shift, between the hours of 9:00PM and 8:00AM; these hours are subject to change, but will be remain overnight
Primary Responsibilities
Provide client support and technical issue resolution via email, phone, web
Build rapport and elicit problem details from non-technical or technical customers
Provide timely, efficient and pleasant follow up to user questions or issues
Communicate customer priorities regarding incidents and problems to shift supervisors.
Document all incidents and problems in Ivanti Service Management System.
Manage incidents to closure.
Interact effectively with customers both internal and external
Escalate issues as needed
Troubleshoot & research potential issues
Assist in generating training materials and customer facing documentation
Required Skills/Experience
Minimum of one year experience in a fast-paced, customer service-oriented position that requires written documentation of interactions
Excellent customer service, critical thinking, and written and verbal communication in English
Must be adept at balancing shifting priorities and time management
Able to reliably work designated or flexible shifts in a 24/7, 365 day environment
Ability to understand and explain technical information
College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
Strong interpersonal skills.
Must be a strong team player
Ability to accept personal accountability and ownership for areas of responsibility
Preferred Experience
Previous experience in user/technical application support or training
Knowledge of the principles and processes for providing customer and personal services
Experience with help desk ticket tracking tools and workflow
Location: Remote
Status: Full time position with full company benefits.
NOTICE: EO/AA/VEVRAA/Disabled Employer Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employees Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.
Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems normal business hours
To apply for this job please visit topsiksha.com.
