Customer Service Desk Associate

Position Title:
Customer Service Desk Associate

Reports Directly To: Operations Manager

Location:
Reston, VA

Employee Group:
Administrative

Status: Full-Time

Summary: This position will support company objectives by nurturing company client relationships and ensuring customer satisfaction either in person, by email/chat or over the phone, and providing on-site support. This position will be instrumental in customer retention by addressing concerns and product issues, and by communicating in a professional, positive manner. As a Customer Service Desk Associate, you will be responsible for answering client support tickets, monitoring communities daily, providing on-site support and maintenance, and supporting installations of the Rythmos system.

The ideal candidate will have strong technical acumen, problem-solving skills, and a passion for delivering exceptional customer service.

Duties and Responsibilities:

• Maintains friendly, efficient, positive customer service attitude toward customers, clients, and co-workers
• Answers and assists with client support tickets and needs through ticketing system by phone, email, chat, text message, or in-person
• Works with team members to prepare hardware for installation at client sites
• Participates in system installations (optional)
• Keeps detailed, accurate customer records of client interactions in helpdesk software
• Assists in updating internal and external knowledge bases as regular updates are rolled out
• Troubleshoot technical issues and escalate complex problems as needed.
• Forwards and escalates inquiries to relevant individuals and departments as appropriate
• Applies multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously
• Efficiently plans travel in order to properly manage time and expenses

Qualifications and Experience:

• Positive, self-motivated and enjoys interacting and working with people from all backgrounds
• Previous customer service experience in a help desk, IT support, or similar role.
• Some IT experience with troubleshooting hardware, software, or network issues.
• Strong technical acumen and problem-solving abilities.
• Ability to work independently and within a team environment.
• Detail-oriented and solution-focused mindset.
• Follows all standard operating and project-related procedures
• Exceptional interpersonal, written, and verbal skills
• Excellent listener with the ability to understand concerns and overcome objections
• Have the ability to defuse potential problem situations
• Ability to work independently, as part of a team, and multi-task
• Must be comfortable working with technology
• Detail and deadline oriented

Education:

• Associate’s or Bachelor’s degree

Language skills:

• Ability to read and write English. Basic computer skills preferred.

Licenses/Certifications:

• N/A

Physical Requirements:

• Use hands to grip or feel
• Reach with hands and arms
• Occasionally required to bend, stoop and kneel
• Frequently required to stand on one’s feet for a long period of time
• Ability to deal effectively with stress

Working Conditions:

• Works within an office environment, working with computers, computer systems and other office related equipment
• Sit, stand, bend, lift, and moves intermittently during working hours
• Communicates and interacts with supervisors, peers and subordinates under all conditions and circumstances
• Communicates with people outside the organization, representing the organization to customers, the public, government and other external sources as required

Job Type: Full-time

Pay:
From $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience:

• IT support: 1 year (Required)

Ability to Commute:

• Reston, VA 20191 (Required)

Work Location:

In person