Senior Customer Support Specialist

Profile

Senior Customer Support Specialist
Job Locations
US-VA-Sterling
Job ID
2022-2409
# of Openings
1
Category
Customer Support
Overview
Do you want the opportunity to contribute, grow and learn every day?
At **MEMBERS ONLY**SIGN UP NOW***., our work makes a difference in the lives of millions of people every day.
We're
looking to hire
enthusiastic and eager individuals
to contribute to driving results that matter
whether you are developing code for a public-facing website or ensuring that our latest deployment is bug-free.
If you are
solution-oriented
, thrive in a
fast-paced
, agile environment
then come work for a company that was ranked
as a
Washington Post Top Workplace
for 5 out of the last 6 years!
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity Employer (Minority/Female/Disability/Vet)
Responsibilities
The
Customer Support Specialist
will primarily be responsible for providing Tier 1, 2 and 3 help desk support to include technical and programmatic assistance.
Work as a liaison between customer, program staff
and development teams
to record
customer issues while using the application and provide technical support.
Provide solutions to customer issues/questions.
Create tickets and analyze issues reported from customers, users
and stakeholders.
Determine and analyze user interface problems and orients users on new or changed procedures
: coordinate
action items and program deliverables with client and development teams.
Follow
relevant
issue handling processes to manage and close feedback in JIRA.
Route issues to appropriate team members and follow up as needed.
Document production bugs and enhancement requests and communicate to the project manager/lead.
Track and prepare reports on types of incoming feedback and response rates.
Support internal testing of the application before it goes to production and
performs
production verification after it is released.
Maintain, retrieve, and integrate information for dissemination to project stakeholders.
Qualifications
A minimum of
7
years of application support experience
Excellent verbal and written communication skills
Ability to analyze issues and resolve problems with a quick turnaround time
Demonstrated ability to work in a team environment
Tech/internet savvy and able to gain expertise on new systems quickly
Able to create material and provide training to
end-user
Problem solver with
a
strong ability to work alone in areas of core competence with minimal guidance
Punctual, consistent
and able to meet deliverable deadlines
A
bachelor's
degree in business, Information Technology, communications, or related discipline desired.
The essential functions of this position require that the employee performing this role work on-site at REI's Sterling location. In light of the ongoing COVID-19 pandemic, and as part of our continued efforts to maintain a safe workplace for employees, visitors, and customers, the individual holding the Administrative Assistant position must be fully vaccinated, as defined in CDC guidance, as a condition of continued employment. REI will consider requests to be excused from this policy whenever necessary to comply with legal requirements and will consider any requests for reasonable accommodations due to a disability, religion, or other exemptions on an individual basis in accordance with applicable legal requirements. Employees and applicants requesting accommodations should request the accommodation in writing and should explain in detail the reasons why they are seeking an accommodation. REI will request additional information or documentation it deems necessary to inform its decision on an employee's or applicant's accommodation request.
About **MEMBERS ONLY**SIGN UP NOW***.
Employees voted **MEMBERS ONLY**SIGN UP NOW***. a Washington Post Top Workplace in 2015, 2016, 2018, and 2020!
**MEMBERS ONLY**SIGN UP NOW***. has delivered innovative solutions that empower people and impact millions of lives since 1989. Our 600 problem-solving technologists and consultants are passionate about modernizing the government to fulfill its missions more effectively. Our customers include healthcare, national security, science and technology, and government operations in the federal, state, local, and non-profit sectors. We take a Mindful Modernization approach in providing Application Modernization, Government Data Analytics, Grants Management Systems, Saas, and Advisory Services. Delivering domain expertise, best-fit technologies through agile execution, and a commitment to customer service is the REI Way. Learn more, visit ******MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity Employer

Company info

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