Job Id : 2971
Jobtitle : Customer Support Analyst
Location : Rockville, MD
Company Name : Ciber Global LLC
Industry : Information Technology
Salary : $75,000 - $95,000 YEAR
Job type : Fulltime
Posted on: 2019-08-06
Required Skills : Engineering, Information
Benefits : No benefits are available
Live IT Up at Ciber Global At Ciber Global, we believe the most inspired, innovative and industrious companies should win, regardless of size or legacy. We re the small company that cares and the big company that can. We deliver breakthrough performances and powerful solutions that are anything but cookie cutter in order to give our clients the competitive advantage they deserve. Work. Responsibilities Provide support to customer requests, triage the requests as necessary and work with customer to resolve the issue. Interact with Lead and customers. Support help desk during optimal hours of operation. Provide resolution of the help desk requests from inception to completion. Manage triage system that promotes rapid and accurate response to client requests. Provide timely and effective resolution of client requests within established SLA timeframes. Monitor outstanding requests for follow-up and escalation. Proactively work with client and technical staff to facilitate progress and close out requests in help desk tracking system.
Develop solutions for help desk functions (e.g., FAQs, response templates, knowledge repository, satisfaction surveys, etc.) that enhance customer service and relations with clients. Attend team meetings and training's as required. Set up and follow the process and assist others. Requirements Excellent oral and written communications skills (people or in groups in order to achieve an outcome). Problem SolvingAnalysis - Strong conceptual thinking skills and the ability to utilize creative and innovative approaches in crafting solutions. 1-2 years of recent experience in DoD. Experience with help desk systems will be plus. Associate degree in related field preferred.
Communication skills - this job requires interaction with Customer and Project Leads and programming staff, administration, and support personnel. The ability to effectively communicate ideas and concepts both verbally and in written documents is critical. Ciber Global is an Equal Opportunity Employer MinoritiesFemalesGender IdentitySexual OrientationProtected VeteransIndividuals with Disabilities. Play. Keep discovering! Click here httpswww.youtube.comwatch?v8Wk6XjKBMf0 . Grow. Ciber Global is an IT consulting company who partners with organizations to develop technology strategies and solutions that deliver tangible business value. Founded in 1974, Ciber is an HTC Global Services company. For more information, visit www.Ciber.com httpwww.ciber.com .
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