This is a full-time temporary position.

What will this position offer you?
You will be part of an exciting team providing users with quick resolution of their questions and problems relating to custom software applications for a large federal agency. The support services provided enable end users to speak directly to a representative, who will answer questions directly or refer requests to the proper Government staff to assist them. Candidate must be able to work rotating shifts (8:30 - 5:30 and 11:00 - 8:00) Monday - Friday. Shifts rotate every 4 weeks (4 consecutive weeks 8:30 - 5:30, then 2 consecutive weeks at 11:00 - 8:00).

Position Requirements:
- Requires High School diploma or equivalent, and three to four years of related (customer service) experience.
- 1+ year experience in supporting users of custom applications with problem resolution and in following defined process and procedures for escalation of problem tickets.
- 2+ yrs experience in answering inquiries via phone or email and assisting customers with resolution of problems.
- Experience in answering user calls, using problem tracking software to enter and update help ticket status via customer call center software
- Experience supporting custom software applications a plus
- Knowledge and use of MS Office Outlook
- ITIL or other helpdesk certifications a plus.
- Strong written/oral communication skills are required.
- Must be able to work well both independently and as part of a team.
- Bilingual a plus(English/Spanish)

Security Requirements: U.S. citizenship and ability to obtain Public Trust.

Keywords: call center, help desk, customer service