NASA ESD Tier 1 Customer Service Rep

InspiriTec, Inc. hires for a Tier 1 role supporting NASA’s Enterprise Service Desk. The representative troubleshoots customer IT issues, responds to inquiries through phone, email, and web, follows escalation procedures, and documents customer interactions.

Responsibilities:

• Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web. Handles inbound customer contacts
• Follow established escalation procedures
• Resolves and responds to written customer inquiries and phone calls
• Handles customer questions/issues requiring follow-up and exercises independent judgment within set guidelines. Uses reasonable independent judgment to respond to customer questions/issues for which no definitive guidelines are in place
• Develops and maintains positive customer relationships and as well as team members and supervisors
• Applies critical thinking and problem solving skills to customer issues
• Focuses on customer retention by providing superior levels of service
• Acts as part of an overall customer service team member to assist team in meeting goals and quality objectives
• Understands critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other
• Provides good interpersonal skills in handling customer inquiries

Requirements:

• High school diploma or general education degree (GED) required w/ some college preferred; or one year related experience and/or training; or equivalent combination of education and experience
• Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input)
• 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 apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Must be able to submit application and be accepted by NASA for Position of Trust
• some college preferred
• Prior experience working with Microsoft Word and Microsoft Excel desired
• Ability to multi-task is desired