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CUSTOMER SUCCESS MANAGER

Sterling, VA · Information Technology

NorthHill Technology Resources is looking for an experienced CUSTOMER SUCCESS MANAGER who can play a lead role in the help desk operations. We need someone who is technologically savvy with strong leadership and communication skills that can deliver high-quality customer service. Your contributions will make an impact on the critical missions of our government clients, solving challenges that aim to improve millions of lives across the globe.
 
Responsibilities:
As a Sr. Customer Support Specialist, you will:
  • Ensure delivery of excellent Tier 1 customer support through efficient and accurate handling of system and general program inquiries, to include escalation and coordination with Tier 2 and 3 as required to resolve issues.
  • Learn and maintain high level of program and application knowledge in order to be able to independently handle a wide range of inquiries.
  • Build and maintain business relationship with key stakeholders.
  • Collaborate with program operations and development teams to identify opportunities for process efficiencies and continuous improvement.
  • Mentor or give direction to junior team members, assist with difficult cases, and provide training on best practices.
  • Use case management system to document all help desk inquiries to help streamline the customer service process and analyze trends to report back to management and the development team.
  • Assist management in ensuring help desk performance goals are met.
  • Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected.
  • Assist with development of knowledge base, including frequently asked questions.
  • Must be a self-starter/self-directed member of the team.
Other similar professional duties maybe assigned as needed.
 
Qualifications:
  • Candidate must have at least 5-7 years of application support experience
  • Excellent verbal and written communication skills
  • Ability to analyze issues and resolve problems with a quick turnaround time
  • Demonstrated ability to work in a team environment
  • Experience using case management systems
  • Able to gain expertise on new systems quickly
  • Able to create material and provide training to end user
  • Problem solver with strong ability to work alone in areas of core competence with minimal guidance
  • Punctual, consistent and able to meet deliverable deadlines
  • Bachelor's degree in computer science, information systems, communications, engineering, or related field is required
  • Masters degree in communications, computer science, or related discipline may be substituted for two years of experience
Employer will accept a suitable combination of education, training or experience.
 
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