Integral - Rockaway Township, NJ
posted about 2 months ago
Full-time - Entry Level
Rockaway Township, NJ
Professional, Scientific, and Technical Services
About the position
The Junior System Technician is responsible for providing exceptional customer service and support for the DREN Quality Engineering & System Assurance Directorate helpdesk. This role involves addressing customer inquiries, clarifying policies, and resolving issues in a professional manner, ensuring a high level of service and satisfaction.
Responsibilities
- Respond to inbound customer inquiries via phone, email, or chat regarding program related questions.
- Conduct outbound contacts via phone, email, or other channels to follow up on inquiries and gather information.
- Provide accurate and detailed information about client policies, procedures, and guidelines to customers.
- Effectively communicate program information to customers in a clear and concise manner.
- Handle and resolve customer complaints, escalating complex issues to Tier 2 support when necessary.
- Assist the IT Lead in managing equipment storage and coordinate pick-up of turn-ins with the Property Book Office.
- Track annual IA training compliance for the Directorate and assist individuals with re-taking training.
- Review DD2875 forms for accuracy and staff requests through the IT Lead/Information Management Officer.
- Manage license pool and request software deployments as needed.
- Check printer toner levels and replace toner as necessary, managing toner inventory.
- Provide smartphone support, including requesting new devices and troubleshooting issues.
Requirements
- Bachelor's degree OR Associates Degree + 2 years additional experience OR H.S. Diploma + 4 years additional experience
- 6 months Customer Service or Contact Center experience required
- Proven ability to work well in a team in a virtual environment
- Proven experience in a customer service or contact center environment
- Strong verbal and written communication skills
- Excellent problem-solving and decision-making skills
- Ability to handle customer complaints with empathy and professionalism
- Proficient computer skills and experience with CRM systems
- Strong attention to detail and organizational skills
- Ability to work well under pressure and meet performance targets
- Flexibility to work in a shift-based environment, including evenings, weekends, and holidays
Benefits
- 401(k)
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid Time Off & Holidays
- Earned Bonuses & Awards
- Professional Training Reimbursement
- Paid Parking
