Job Details

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We're looking for a service desk associate who shares our commitment to leveraging technology to make a real impact in the world - a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

Job Summary: As a Service Desk Associate, you are expected to operate as a member of the Production Support team, which is the primary point of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity systems. The Service Desk Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving.

Principal Responsibilities:

• Provide client support and technical issue resolution via email, phone, web-based feedback
• Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements
• Ask probing questions, listen, and record data capture details and actions performed in all tickets
• Learn and understand client workflows and functionalities within complex programs
• Assessing the process and troubleshooting problems if required
• Ensure problem ownership, escalate issues through proper channels
• Provide reassurance to end users when delivering solutions and diagnosing issues
• Advise management of potential risks that may have impact on customer base and operating environment
• Promote end-user satisfaction in adherence to established performance metrics
• Managing other resources if they are not capable of solving the issues
• Understanding around PHI data

Required Skills:

• Minimum of one year of experience in a fast-paced, customer service-oriented position that required written documentation of interactions
• Excellent customer service, critical thinking, and written & verbal communication in English
• Must be adept at balancing shifting priorities and time management
• Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
• Ability to understand and explain technical information
• Minimum typing speed of 60 WPM with high accuracy
• Understanding and knowledge in Outlook and other MS Office applications
• Must have self-learning and researching skills Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Be accountable, on time, and available to take service desk calls at start of shift. Regular, reliable attendance is required
• Ability to work successfully as part of a team
• Ability to keep sensitive and confidential material private

Preferred Experience:

• Previous experience in user/technical application support or training
• Knowledge of the principles and processes for providing customer and personal services
• Experience with help desk ticket tracking tools and workflow.

Location: Remote

Status: Full-time position with full company benefits

NOTICE: EO/AA/VEVRAA/Disabled Employer - Federal Contractor. FEi Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) ###-####.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.