Customer Service Representative

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🔥 6 minutes ago

🎸 Mississippi, Pennsylvania – Remote

🎸 Mississippi – Remote 🔔 Pennsylvania – Remote

💵 $18 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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InspiriTec, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

🤝 B2B

🏛️ Government

🌍 Social Impact

B2B • Government • Social Impact

InspiriTec, Inc. is an award-winning provider of contact center and help desk solutions, focused on delivering exceptional customer service through the affirmative employment of professionals with disabilities, veterans, and disadvantaged individuals. The company emphasizes the integration of customized technology with its mission of fostering inclusive employment opportunities. With a proven track record, InspiriTec not only supports its team members but also generates significant business results, employing over 3,500 individuals with disabilities since its inception.

📋 Description

• Provide Tier 1 support for NASA IT services including desktop, mobile devices, networks, and password resets • Document all support activity in ServiceNow tracking system • Respond to routine technical informational inquiries and service requests through telephones, e-mail, facsimile, postal mail, and the Internet • Respond to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics • Effectively handle customer contacts (i.e. phone calls, e-mail, TDD, etc.) • Document inquiry outcomes for accurate tracking of the help desk interaction • Maintain positive customer relations and coordinate with various functions within the organization to ensure customer requests and questions are handled appropriately and timely • Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web • Follow established escalation procedures • Resolve and respond to written customer inquiries and phone calls • Handle customer questions/issues requiring follow-up and exercise independent judgment within set guidelines • Develop and maintain positive customer relationships as well as team members and supervisors • Apply critical thinking and problem solving skills to customer issues • Focus on customer retention by providing superior levels of service • Understand the critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other • Provide good interpersonal skills in handling customer inquiries

🎯 Requirements

• High school diploma or general education degree (GED) required w/ some college preferred • One year related experience and/or training; or equivalent combination of education and experience • Experience with computers and keyboarding skills required • Prior experience working with Microsoft Word and Microsoft Excel desired • 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 multi-task is desired