Customer Care Representative

dulles, VA
United States

Federal Government (Defense/Aerospace)
Experience Required
Employment Type
PartTime/Full Time
Work Schedule
No Travel

Job Description

 Our software solution enables Veterans Affairs hospital executives and managers to plan resources more accurately, manage finances more efficiently, and direct operations more effectively, leading to better long-term results and care. Hospital systems face massive challenges in aligning and managing the staff, workload, and financial resources that support patients’ health and wellness. When hospitals can’t effectively manage resources, it affects important key drivers such as access and quality. It’s time to shift the traditional way of thinking and embrace an innovative solution. Our tool optimizes our clients’ staff, resources, cost, and effort. It is dedicated to fostering excellence and innovation in planning and administration. This position acts as a liaison, provides product information, responds efficiently to customer inquiries, maintains high customer satisfaction, and resolves any emerging problems that our clients might face with accuracy.
Job Requirements

Provide day to day triaging and assignment of support tickets
Analyze, validate, and respond to Tier 1 client queries, issues, or requests in a timely and accurate manner via e-mail, ticket system, phone, and virtual meetings
Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up and resolution
Analyze and report product malfunctions
Validate resolutions prior to informing client of status
Become an expert and champion of the 4Cast product
Document current and new processes as part of help desk operations manual
Document “standard” responses to commonly asked questions regarding 4Cast
Document current and new processes as part of help desk operations manual
Gather and share customer feedback and feature requests with the Director of Product Development and Delivery

Patiently, empathetically, and passionately communicating with clients
Identifying and assessing customers’ needs to achieve satisfaction
Improving the overall customer experience and fostering loyalty
Confidently troubleshooting and investigating issues, both non-technical and technical
Empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
Willing to roll up your sleeves and help out other team members when needed, which may be outside of your job description
2+ years of experience as a Help Desk Consultant or similar role
Experience working with a customer support team for web-based applications
Excellent communication and problem-solving skills
Ability to multi-task, prioritize, and manage time effectively
Experience using help desk software and remote support tools
Experience using various management tools such as Microsoft Office, Microsoft SharePoint, or similar platforms
Experience using Microsoft Teams
Available to work across all US time zones
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