Tier 1 Customer Service Representative

This is a fully remote position, open to applicants in Mississippi, +1 more state.

📋 Description

• Deliver Tier 1 support for NASA IT services, encompassing desktops, mobile devices, networks, and password resets.

• Record all support activities in the ServiceNow tracking system.

• Receive, understand, provide, and respond to routine technical inquiries and service requests via telephone, email, web, and other communication channels.

• Address escalated and more complex technical help desk inquiries.

• Diagnose and resolve IT issues for NASA customers through telephone, email, and web platforms.

• Manage incoming customer contacts and adhere to established escalation procedures.

• Resolve and respond to written customer inquiries and phone calls.

• Address customer questions and issues that require follow-up, exercising independent judgment within established guidelines.

• Foster and maintain positive relationships with customers, team members, and supervisors.

• Utilize critical thinking and problem-solving skills to assist customers.

• Deliver exceptional customer service to enhance customer retention.

• Support the customer service team in achieving goals and quality objectives.

• Work assigned shifts supporting a service desk that operates 24/7, 365 days a year.

⛳️ Requirements

• High school diploma or general education degree (GED) is mandatory; some college education is preferred.

• One year of related experience and/or training, or an equivalent combination of education and experience.

• Proficiency with computers and keyboarding skills is essential, or alternative technology that aids computer keyboarding/data input.

• Prior experience with Microsoft Word and Microsoft Excel is desirable.

• Ability to understand basic instructions, short correspondence, and memos.

• Capability to compose basic correspondence.

• Ability to effectively present information in one-on-one and small group settings.

• Ability to perform addition and subtraction with two-digit numbers and multiply and divide with tens and hundreds.

• Multi-tasking skills are preferred.

• Ability to apply common-sense understanding to detailed but uncomplicated written or oral instructions.

• Ability to address problems involving a few concrete variables in standardized situations.

• Must be able to submit an application and be approved by NASA for a Position of Trust.

• Must occasionally lift and/or move up to 10 pounds.

🏝️ Benefits

• Comprehensive health insurance, including medical, dental, and vision coverage.

• Retirement plan options with company matching contributions.

• Paid time off and holiday pay.

• Opportunities for professional development and training.

• A supportive work environment that values teamwork and collaboration.