Customer Service Representative

Role Overview

• Provide Tier 1 support for NASA IT services including desktop, mobile devices, networks, and password resets
• Document all support activity in ServiceNow tracking system
• Respond to routine technical informational inquiries and service requests through telephones, e-mail, facsimile, postal mail, and the Internet
• Respond to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics
• Effectively handle customer contacts (i.e. phone calls, e-mail, TDD, etc.)
• Document inquiry outcomes for accurate tracking of the help desk interaction
• Maintain positive customer relations and coordinate with various functions within the organization to ensure customer requests and questions are handled appropriately and timely
• Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web
• Follow established escalation procedures
• Resolve and respond to written customer inquiries and phone calls
• Handle customer questions/issues requiring follow-up and exercise independent judgment within set guidelines
• Develop and maintain positive customer relationships as well as team members and supervisors
• Apply critical thinking and problem solving skills to customer issues
• Focus on customer retention by providing superior levels of service
• Understand the critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other
• Provide good interpersonal skills in handling customer inquiries

Requirements

• High school diploma or general education degree (GED) required w/ some college preferred
• One year related experience and/or training; or equivalent combination of education and experience
• Experience with computers and keyboarding skills required
• Prior experience working with Microsoft Word and Microsoft Excel desired
• Ability to comprehend basic instructions, short correspondence, and memos
• Ability to compose basic correspondence
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's
• Ability to multi-task is desired

Tech Stack

• ServiceNow