Location: Centreville,VA, USA
In a world of possibilities, pursue one with endless opportunities. Imagine Next!
When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We've got what you're looking for.
**Job Description:**
Parsons is looking for an amazingly talented **Help Desk Customer Service Representative** to join our team! In this role you will get to **ensure round-the-clock support is available 24/7/365, through both phone and email, ensuring help desk response capabilities are always accessible to a worldwide mission** !
**What You'll Be Doing:**
+ Adjudicating tier 1 level inquiries and have the authority to escalate complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution
+ Utilize specialized software tools, to efficiently log customer interactions, track issue resolution progress, and generate performance metrics that gauge customer satisfaction levels.
+ Assisting users existing in multiple geographically dispersed areas with diverse backgrounds
+ Provide detailed product support covering technical aspects, operational guidance, and user/account queries via phone, email, or in-person interactions
+ Conduct thorough research to resolve issues efficiently while maintaining up-to-date knowledge on products, platforms, and industry trends to enhance service request support
+ Act as A key contributor to shaping the customer experience strategy across various touchpoints and channels; you will actively suggest process improvements aimed at elevating customer satisfaction
**What Required Skills You'll Bring:**
+ Active Top Secret/SCI clearance
+ Bachelor's degree in engineering or related field, or equivalent combination of education and experience
+ Expertise to adjudicate Tier 1 level inquiries
+ Excellent communications and analytical skills
+ Experience with transitioning complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution
+ Expertise in using issue tracking tools such as JIRA and Maximo.
+ Adept at documenting service or product-related concerns promptly
+ Experience customer feedback for management review and coordinating with internal departments for issue resolution continuity; ensuring a seamless client journey from start to finish
+ Ability to ensure a smooth transfer of the customer to the appropriate technical support group; in instances where an issue cannot be resolved satisfactorily in-house
+ Additionally, they meticulously enter and monitor service work orders while verifying the accuracy of account information and recorded data, ensuring a consistent commitment to quality service delivery.
**What Desired Skills You'll Bring:**
+ Bachelor's degree or equivalent hands-on demonstrable work experience in a technical field
+ efficiency in one or more language translation software tools
+ Knowledge of Quality Assurance standards
+ One or More industry standard certifications such as ITIL
+ Knowledge of government contracting processes and procedures
+ Active Polygraph
#angelfish
**Minimum Clearance Required to Start:**
Top Secret SCI
This position is part of our Federal Solutions team.
Our Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our diverse, intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what's next to deliver the solutions our customers need now.
We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!
Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company's core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.
We truly invest and care about our employee's wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest-APPLY TODAY!About Us
Parsons is a digitally enabled solutions provider focused on the defense, security, and infrastructure markets. With nearly 75 years of experience, Parsons is uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services to federal, regional, and local government agencies, as well as to private industrial customers worldwide.
Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+.
For more about Parsons, visit parsons.com and follow us on Facebook, Twitter, LinkedIn, and YouTube.