Customer Service Technician

Decisive Point Consulting Group is seeking a Customer Service Technician to respond to technical issues escalated by customers. The role involves acting as a liaison between operations, the client, and Engineering/Development while assisting end users with their requests.

Responsibilities:

• Respond to technical issues escalated by customers
• Act as a liaison between operations, the client, and Engineering/Development
• Respond to end user request for assistance using existing manuals and scripted responses
• Effectively interact with customers and refer ongoing issues to the appropriate engineering support team

Requirements:

• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment
• Experience working within a team-oriented, collaborative, agile environment
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls
• Experience documenting and communicating work-a-rounds and solutions clearly
• Ability to manage time and prioritization of tasks as a high level
• Ability to communication effectively with managers and customers
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment
• Experience with tools such as ServiceNow, GitHub, Jira
• High school diploma or GED