Job Description

Description:
Candidate will receive inbound calls and provide functional customer service and application software assistance to business applicants of the Federal Grants Lifecycle. Candidate must be comfortable interfacing with highly educated specialists as well as applicants who are new to the grants process; must have ability and desire to learn quickly and apply knowledge effectively; and, support the team mission to provide outstanding customer service. JOB DUTIES AND RESPONSIBILITIES:

• Engage with a high volume of customers daily, respond to their software service requests via telephonic and web-based communications.
• Triage problems and document triage methodology in CRM ticketing system.
• Troubleshoot and analyze system application issues accurately in a fast-paced environment.
• Maintain accurate information and timely updates using a CRM ticketing system.
• Follow proper escalation guidelines.
• Experience supporting system issues with internal and external users.
• Review training material and other resources to accurately apply business application knowledge when communicating with end-users.
• Work with team members and subject matter experts to document /communicate changes to support the team mission.
• Analyze and correct system problems using documented procedures, available tools, and personal knowledge and skills.
• Increase customer satisfaction by resolving issues.
• Participate in continuous improvement by generating suggestions, engaging in problem solving activities to support teamwork.

Requirements:
EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS:

• Understanding of the Federal Grants process is a plus.
• Application software support troubleshooting is a plus.
• Prior customer and end-user support experience required.
• Must have excellent communications skills.
• Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.
• Use critical thinking to break down problems, evaluate solutions and make decisions.
• Prior experience working with a ticketing system or other Help Desk tools.
• Ability to identify and utilize relevant resources to provide customers with information and resolution.
• Strong research and resource management skills.
• Experience working within the National Institutes of Health or another Federal Agency is a plus.
• Must be able to pass a background investigation and qualify for a Public Trust clearance.

EDUCATION AND TRAINING REQUIREMENTS:

• Bachelor\xe2\x80\x99s degree preferred
• 2-3 years of customer support experience providing functional support is preferred