Service Desk Associate (Remote)

Description At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We're looking for a service desk associate who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep. Job Summary: As a Service Desk Associate, you are expected to operate as a member of the Production Support team, which is the primary point of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity systems. The Service Desk Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This is a mostly unscripted support role that requires technical experience and expertise. Provide client support and technical issue resolution via email, phone, web-based feedback Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements Ask probing questions, listen, and record data capture details and actions performed in all tickets Learn and understand client workflows and functionalities within complex programs Assessing the process and troubleshooting problems if required Ensure problem ownership, escalated issues through proper channels Provide reassurance to end users when delivering solutions and diagnosing issues Advise management of potential risks that may have impact on customer base and operating environment Promote end-user satisfaction in adherence to established performance metrics Managing other resources if they are not capable of solving the issues Assist internal staff with tier 1 requests, triage issues and upscale appropriately Required Skills Minimum of one year of experience in a fast-paced, customer service-oriented position that required written documentation of interactions Excellent customer service, critical thinking, and written & verbal communication in English Must be adept at balancing shifting priorities and time management Able to reliably work designated or flexible shifts in a 24/7, 365-day environment Ability to understand and explain technical information College degree and 1–2 years of related work experience, or Associate degree and 3–4 years of related work experience, or High School diploma/equivalent and 4–6 years related work experience required Understanding and knowledge in Outlook and other MS Office applications Must have self-learning and researching skills Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology Ability to work successfully as part of a team Preferred Experience Previous experience in user/technical application support or training Knowledge of the principles and processes for providing customer and personal services Experience with help desk ticket tracking tools and workflow Location : Remote Status : Full-time position with full company benefits NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. J-18808-Ljbffr