About the Role
Customer Service Specialist
locations
US – MD, Bethesda
US – Remote (Any location)
time type
Full time
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.