Customer Engagement Analyst (Tier I) - 1267

Location
Washington, DC
Posted
May 17, 2017
Closes
Jun 13, 2017
Function
Analyst
Hours
Full Time

Summary
The MIL Corporation seeks a Customer Engagement Analyst (Tier I) to support a Federal Government client at one of our Washington, DC locations. The Customer Engagement Analyst (CEA) will directly interact with the customer base, handling in person "Walk-ins" to the Customer Service Center Kiosk, and handling basic user requests on the spot. The CEA will be responsible for operating/maintaining the Kiosk Desk, Monday through Friday, 9:00am to 5:00pm.

Responsibilities
• Train and instruct users on how to input concerns via Employee's Self Service (ESS) ticketing system
• Directly interact with customer base, assisting users with basic services
• Answer phone, retrieve email and voicemail messages, and accurately and thoroughly record and document into Incident tracking/ticketing system
• Provide telephone, email and remote support of a proprietary application, perform problem analysis and troubleshooting, as well as guidance/instructions in relation to the application in order to resolve incidents within service level agreements and agreed upon metrics across all Tier levels
• Provide telephone, email and remote support of a proprietary application for internal users (that are processing “cases” that have been entered into the application); perform problem analysis and troubleshooting, as well as guidance/instructions in relation to the application in order to resolve incidents within service level agreements and agreed upon metrics across all Tier levels
• Provide telephone, email and remote support for internal users of general IT hardware and software; general hardware and software support will be provided at Tier I, documenting the issue and performing initial triage, applying any available Tier I processes or procedures to attempt to resolve, and escalate the ticket to Tier II/III if there is no resolution at the Tier I level
• Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II/III as necessary (for internal or external users)
• Determine priority based on problem information and documented guidelines
• Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members
• Consistently apply customer service best practices
• Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)
• Verify with the customer that the problem has been resolved before resolving the ticket

Required Qualifications
• HS/GED
• Very good customer service experience
• Great attention to detail
• Excellent verbal and written communication skills
• Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
• Familiarity with Windows 7, 8.0, 10 operating systems
• Familiarity with Microsoft Office applications
• Ability to obtain and maintain a Public Trust clearance

Desired Qualifications
• Associate's Degree in Computer Science, Engineering or related technical discipline
• Bachelor's Degree in Computer Science, Engineering or related technical discipline
• 2 to 5 years of experience
• HDI Support Center Analyst certifications
• CompTIA A+ certification
• ITIL Foundations certification
• Familiarity with ITSM systems, including the ability to document and track issues using a ticketing system

Education
HS/GED

Clearance
Public Trust


The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.