Help Desk Specialist
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Job Description
Help Desk Specialist providing remote technical support to customers for the Federal Energy Regulatory Commission. Answering requests via phone and email, while resolving issues and maintaining documentation.
Responsibilities:
- Answer and respond to customers' requests via phone and email
- Identify, research, and resolve customer issues
- Provide accurate and timely ticket documentation
- Meet and exceed required metrics and Service Level Agreements (SLAs)
- Provide timely updates and follow up to customers
- Escalate to internal representatives or system support specialists when appropriate
- Identify and appropriately communicate recurring problems
- Evaluate and prioritize customer problems and complaints
- Comply with documented regulations, processes, and procedures
Requirements:
- 5+ years of related experience
- US Citizenship Required
- Bachelor's Degree and/or 5+ year experience in help desk/call center environment
- Strong problem-solving skills
- Team player with a strong commitment to customer satisfaction
Benefits:
- Health insurance
- 401(k) plan with company match
- Flexible work weeks
- Paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life and accidental death and dismemberment insurance
- Critical illness and business travel and accident insurance
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