Help Desk Customer Service Representative

Help Desk Customer Service Representative

In a world of possibilities, pursue one with endless opportunities. Imagine Next! At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what's possible.

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
• High School Diploma and 2 years of experience with Tier 1 or higher 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:

• Expertise to adjudicate Tier 2 level inquiries
• 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

Security Clearance Requirement: An active Top Secret SCI security clearance is required for this position.

Salary Range: $21.88 - $38.27

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, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.