[Hiring] NASA ESD Tier 1 Customer Service Rep @Inspiritec

Role Description

This position provides Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets. Documents all support activity in ServiceNow tracking system.

The Tier 1 ESD representative is responsible for:

• Receiving, comprehending, providing, and responding to routine technical informational inquiries and service requests through various communication technologies.
• Responding to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics.
• Effectively handling customer contacts (i.e. phone calls, e-mail, TDD, etc.) and documenting inquiry outcomes for accurate tracking.
• Maintaining positive customer relations and coordinating with various functions within the organization.

Essential Duties and Responsibilities include:

• Troubleshooting and resolving IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email, and web.
• Handling inbound customer contacts.
• Following established escalation procedures.
• Resolving and responding to written customer inquiries and phone calls.
• Handling customer questions/issues requiring follow-up and exercising independent judgment within set guidelines.
• Developing and maintaining positive customer relationships as well as with team members and supervisors.
• Applying critical thinking and problem-solving skills to customer issues.
• Focusing on customer retention by providing superior levels of service.
• Acting as part of an overall customer service team member to assist team in meeting goals and quality objectives.
• Understanding the critical and urgent nature of phone answering as well as responding to other interaction types.
• Providing good interpersonal skills in handling customer inquiries.

Work Schedule: Set Shifts are offered. Tier 1 support is provided 24 hours a day, 7 days a week, 365 days a year. Shift schedules are based on customer need and are subject to change.

Security/Background Check: Must be able to submit application and be accepted by NASA for Position of Trust.

Supervisory Responsibilities: This position has no supervisory responsibilities.

Qualifications

• High school diploma or general education degree (GED) required with some college preferred; or one year related experience and/or training; or equivalent combination of education and experience.
• Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input).
• Prior experience working with Microsoft Word and Microsoft Excel desired.
• Ability to comprehend basic instructions, short correspondence, and memos.
• Ability to compose basic correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
• Ability to multi-task is desired.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee frequently is required to use hands to finger, handle, or feel.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.

Work Environment

• The noise level in the work environment is usually moderate.

EEO/Disability/Vets