Customer Service Specialist

Customer Service Specialist

locations

US – MD, Bethesda

US – Remote (Any location)

time type

Full time

posted on

Posted 3 Days Ago

job requisition id

21019

Job Family:

User Support (Digital)

Travel Required:

None

Clearance Required:

Ability to Obtain Public Trust

What You Will Do:

• Provide 1st and 2nd level IT support to the NLM and external community.

• Troubleshoot and resolve hardware, software, application, network, user access, or related issues.

• Create tickets and document all activities in helpdesk ticketing systems.

• Escalate more complex problems or unresolved issues to next level of support.

• Monitor call queues and ensure incoming calls are answered as efficiently as possible.

• Address client questions using available information resources.

• Comply with Corporate IT Service Management and Service Desk policies, procedures and directives.

• Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests.

• Generate summary reports with qualitative and quantitative assessments of the customers’ inquires and their resolutions.

• Contribute to creating training materials.

• Recommend process changes as needed to improve service levels.

• Communicate NLM policies and standards.

• Stay current with information technology systems and industry trends.

• Provide evening and weekend support (off-hours support), as assigned, on a rotating basis.

What You Will Need:

• Bachelor’s Degree with 5 years of prior relevant experience on a medium to large-scale program, OR 9 years of relevant experience in lieu of degree.

• Experience working professionally with customers remotely via phone, chat, and email.

• Strong communication (written and verbal), multitasking and customer service skills.

• Proficient in managing multiple tasks at one time and prioritizing said tasks.

• Strong problem-solving skills.

• Must be proactive, punctual, and be able to multitask efficiently.

• Strong planning and organizational skills.

What Would Be Nice To Have:

• Knowledge of biomedical terminology.
• Relevant experience in scientific settings

• Experience working in an ITIL environment is a plus.

• Experience with collaboration tools including Atlassian, Jira and Confluence.

The annual salary range for this position is $75,800.00-$113,600.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.