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Tier 1 Support Manager

Company: REI Systems
Location: Sterling
Posted on: January 17, 2020

Job Description:

OVERVIEW

REI is looking for an experienced Customer Support Specialist who can play a lead role in the help desk operations of an enterprise-level program management system. We need someone who is technologically savvy with strong leadership and communication skills that can deliver high-quality customer service. Your contributions will make an impact on the critical missions of our government clients, solving challenges that aim to improve millions of lives across the globe.

RESPONSIBILITIES

As a Sr. Customer Support Specialist, you will:

* Ensure delivery of excellent Tier 1 customer support through efficient and accurate handling of system and general program inquiries, to include escalation and coordination with Tier 2 and 3 as required to resolve issues.

* Learn and maintain high level of program and application knowledge in order to be able to independently handle a wide range of inquiries.

* Build and maintain business relationship with key stakeholders.

* Collaborate with program operations and development teams to identify opportunities for process efficiencies and continuous improvement.

* Mentor or give direction to junior team members, assist with difficult cases, and provide training on best practices.

* Use case management system to document all help desk inquiries to help streamline the customer service process and analyze trends to report back to management and the development team.

* Assist management in ensuring help desk performance goals are met.

* Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected.

* Assist with development of knowledge base, including frequently asked questions.

* Must be a self-starter/self-directed member of the team.

Other similar professional duties maybe assigned as needed.

QUALIFICATIONS

* Candidate must have at least 5-7 years of application support experience

* Excellent verbal and written communication skills

* Ability to analyze issues and resolve problems with a quick turnaround time

* Demonstrated ability to work in a team environment

* Experience using case management systems

* Able to gain expertise on new systems quickly

* Able to create material and provide training to end user

* Problem solver with strong ability to work alone in areas of core competence with minimal guidance

* Punctual, consistent and able to meet deliverable deadlines

* Bachelor's degree in computer science, information systems, communications, engineering, or related field is required

* Masters degree in communications, computer science, or related discipline may be substituted for two years of experience

* US citizenship required

Employer will accept a suitable combination of education, training or experience..

REI Systems is an Equal Opportunity Employer (Minority/Female/Disability/Vet)

Keywords: REI Systems, Sterling , Tier 1 Support Manager, Executive , Sterling, Virginia

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