Job Title: Tier II Support
Location: Washington, DC
Position Type: Full Time
Job Overview:
This position is in Washington, DC at the Department of Transportation (DOT) Headquarters Building and is assigned to provide the below described services in support of the Desktop Engineering team. The Tier II Support position provides frontline support and technical assistance to our customers' IT staff. You will provide professional customer service, using best practices in troubleshooting, communication and problem resolution. You will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner.
Duties and Responsibilities:
Provide technical support to customers via phone, online, chat, and email
Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers
Ability to actively listen, and ask relevant questions
Communicate responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of work are captured into notes for each incident.
Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process
Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue
Effectively listen to all communications, identifying all issues and are resolved, including those that are regarding process, general concerns, chronic or systemic in nature
Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations
Develop and maintain consistent performance on all key performance indicators
Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Required Qualification:
2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software
Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments 3+ years of experience in a helpdesk environment specifically Tier II Support
Excellent professional, written and verbal communication skills
Familiar with contact center management concepts such as scheduling, performance measures and management, reporting, quality assurance methods, analytics, etc.
Benefits: Full benefit package Included.
Tier II IT Support