Help Desk Customer Service Rep

Description

We are looking for a Customer Service Representative to support our Federal Program Agency (FPA) customers and supplier customers who use the Internet to access several Treasury applications. As our Customer Service Representative, you will report to a manager and assist users with troubleshooting issues that are preventing them from accessing the site and obtaining expected results. The Representative will also provide support for granting access to the applications once the required documentation is received.

Responsibilities

Provide Customer Support using phone and email

Independently respond to and provide technical assistance for incoming inquiries from users of online Treasury applications

Provide technical problem-solving for web browsers

Troubleshoot the source of issues affecting the customer's ability to access the application and respond accordingly

Use customer relationship management tools to document the problems and resolution of each contact

Support annual user access recertification efforts for Treasury applications

Decipher diagnostic reports

Process daily application audit reports and analyze results

Analyze existing procedures to identify constraints, and can work with peers, management, and analysts to develop or change processes to minimize constraints

Skills

Customer service, Call center, Help desk support, Troubleshooting, Technical support

Top Skills Details

Customer service, Call center

Additional Skills & Qualifications:

Bachelor's Degree or commensurate experience

2+ years' experience providing customer service support; preferably in a call center

Knowledge of computer systems, networking, computer components, LAN, browsers, mobile devices, settings, and a comfort level with troubleshooting these topics patiently over the telephone.

Excellent customer service skills required to meet customer service quality measures

Use analytical skills for troubleshooting and trend analysis

Learn the basics of Treasury business lines and the applications that support those business lines, including functions, reports, and help text of the applications to provide premier customer support

Experience implementing and improving processes

Excellent verbal and written communication skills

Experience effectively training customers or coworkers is recommended

Bilingual in Spanish is preferred

Position requires lawful permanent resident with three or more years of US residency

Experience Level

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.