Call Centers, Communication Skills, Computer Skills, Customer Support/Service, Government Policies, Help Desk, Identify Issues, Microsoft Office, Presentation/Verbal Skills, Problem Solving Skills, Regulations, Security Clearance, Team Player, Technical Research, Telephone Skills, Telephony, Time Management, Writing Skills
ZAI has an opportunity for a Technical Information Specialist. The qualified candidates will support a helpdesk by addressing inquiries and requests for assistance received via phone calls and emails.
The successful candidate will conduct him/herself in a professional manner, open a helpdesk ticket to record inquiry details, provide a resolution for the inquiry, assign the solution code, and track the ticket through resolution. The successful candidate will work as part of a team and be required to manage workload volumes independently.
Roles and Responsibilities
- Respond to and diagnose problems through discussion with stakeholders
- Ensure timely processing and ticket creation, including issue recognition, research, isolation, resolution, follow-up, and/or escalation as needed
- Provide support to stakeholders on a variety of issues
- Continually develop understanding of new regulatory policies, solution codes, resolution steps, and familiarity with the ticketing/telephony system
- Possess and apply a comprehensive knowledge across key tasks
Required Skills
- Ability to support stakeholders on a variety of issues
- Ability to identify, research, and resolve technical problems
- Ability to respond to telephone calls and email requests for regulatory-related matters
- Ability to demonstrate the correct use of hardware and software
- Ability to comply with helpdesk and government agency policies and procedures
- Ability to document, track, and monitor issues to ensure timely resolution
- Ability to complete assignments independently and assist others with assignments when needed
- Good written and oral communication skills suitable for addressing and managing stakeholders professionally
- Demonstrated excellent customer service skills
- Proficiency in using computers, including demonstrated use of Microsoft Office
Essential Education/Certification/Clearance
- Call center or helpdesk experience required
- Three years of relevant experience required
- Current security clearance or ability to obtain a Public Trust clearance
Equal Opportunity Employer
ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status, or any other legally protected status.
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Zimmerman Associates Inc