Help Desk Customer Service Representative

In a world of possibilities, pursue one with endless opportunities. Imagine Next!pspan style="font-size:8pt" /span/pAt 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.pspan style="font-size:8pt" /span/pp style="text-align:left"ubJob Description:/b/u/ppParsons is looking for an amazingly talented bHelp Desk Customer Service Representatives/b to join our team!/pp/ppIn this role you will get to bensure 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/b! /pp/ppbWhat You#39;ll Be Doing:/b /pullipAdjudicating 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 /p/li/ulullipUtilize specialized software tools, to efficiently log customer interactions, track issue resolution progress, and generate performance metrics that gauge customer satisfaction levels. /p/li/ulullipAssisting users existing in multiple geographically dispersed areas with diverse backgrounds /p/li/ulullipProvide detailed product support covering technical aspects, operational guidance, and user/account queries via phone, email, or in-person interactions /p/li/ulullipConduct thorough research to resolve issues efficiently while maintaining up-to-date knowledge on products, platforms, and industry trends to enhance service request support /p/li/ulullipAct 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 /p/li/ulp/ppbWhat Required Skills You#39;ll Bring:/b /pullipActive Top Secret/SCI clearance /p/li/ulullipHigh School Diploma and 2 years of experience with Tier 1 or higher experience/p/lilipExpertise to adjudicate Tier 1 level inquiries /p/li/ulullipExcellent communications and analytical skills /p/li/ulullipExperience with transitioning complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution /p/li/ulullipExpertise in using issue tracking tools such as JIRA and Maximo. /p/li/ulullipAdept at documenting service or product-related concerns promptly /p/li/ulullipExperience customer feedback for management review and coordinating with internal departments for issue resolution continuity; ensuring a seamless client journey from start to finish /p/li/ulullipAbility 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 /p/li/ulullipAdditionally, 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. /p/li/ulp/ppbWhat Desired Skills You#39;ll Bring:/b /pullipExpertise to adjudicate Tier 2 level inquiries /p/lilipEfficiency in one or more language translation software tools /p/lilipKnowledge of Quality Assurance standards  /p/li/ulullipOne or More industry standard certifications such as ITIL /p/li/ulullipKnowledge of government contracting processes and procedures /p/li/ulp/ppubSecurity Clearance Requirement:/b/u/pAn active Top Secret SCI security clearance is required for this position.​p style="text-align:inherit"/pp style="text-align:inherit"/pThis position is part of our Federal Solutions team.p style="text-align:inherit"/pp style="text-align:inherit"/pThe Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.p style="text-align:inherit"/pp style="text-align:inherit"/pSalary Range: $29.95 - $52.40p style="text-align:inherit"/pp style="text-align:inherit"/pWe 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, 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!p style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:inherit"/pParsons 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.p style="text-align:inherit"/pp style="text-align:inherit"/pWe truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!p style="text-align:inherit"/pp style="text-align:left"spanParsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer tospan /span/spana target="_blank" href="https://www.parsons.com/fraudulent-recruitment/"spanspanspanspanspanspanspan class="WJQ0"https://www.parsons.com/fraudulent-recruitment//span/span/span/span/span/span/span/aspan./span/p