Client Support Representative I
Vienna, VA

Job Description

Job Overview:

Provides first level support for desktop solution users, which includes assistance with service features, report inquiries, payment inquiries along with navigational support to end users. Documents, routes, tracks, escalates and updates customers on status of issues as required.

Responsibilities:

* Provides quality first tier support, including assistance with service features, reports, and payment inquiries.


* Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.


* Utilizes tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.


* Provides additional duties as deemed necessary to achieve and produce a high quality support solution


* Be aware of, and comply with, all corporate policies.



Position Requirements

Education, Experience & Training required:

* Must have High school diploma or GED equivalent with knowledge, experience and skill set equivalent to the experience of 1 year of post high school education.


* Prefer schooling have an emphasis in business, customer service and/or computer technology


* Ability to work in a fast-paced environment, handling multiple priorities


* Must be proficient with Microsoft Application Software (i.e. Word, Excel, etc.)


* Preferably have one or more years of customer service experience in a phone environment.


* Must possess excellent written and verbal communication skills.


* Ability to communicate with individuals at all levels of an organization.


* Strong one-on-one interpersonal skills.


* Ability to set priorities, meet deadlines and work independently.


* Ability to work in a team environment and be open to change.


* Must be able to maintain confidentiality.


* Ability to pass a background check



Value Competencies:

* Accountability


* Interpersonal


* Decisiveness/Judgment


* Communication and Influence


* Teamwork


* Stress Management


* Analytical Skills


* Adaptability/Flexibility


* Process Management/Quality


* Motivation


* Displays passion for & responsibility to the customer


* Hires, develops & rewards great people


* Displays leadership through innovation in everything you do


* Displays a passion for what you do and a drive to improve


* Displays a relentless commitment to win


* Displays personal & corporate integrity



We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.