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Senior Helpdesk Specialist (Customer Support)

Company: Precise Software Solutions, Inc.
Location: Rockville
Posted on: June 20, 2022

Job Description:

Job DescriptionThis is an opportunity to join a company that has won numerous awards for innovation, leadership, and gold standard performance. Thought leadership, a people centric culture and a supportive community create a foundation for success in a fast-paced environment.An active FDA Public Trust Clearance is preferred; eligibility to obtain an FDA Public Trust Clearance is required.This position is remote.RESPONSIBILITIES

  • The Customer Support Specialist will primarily be responsible for providing Tier 1, 2 and 3 help desk support to include technical and programmatic assistance. 
  • Work as a liaison between customer, program staff, and development teams to record customer issues while using the application and provide technical support. 
    • Provide solutions to customer issues/questions.
    • Create tickets and analyze issues reported from customers, users, and stakeholders.
    • Determine and analyze user interface problems and orients users on new or changed procedures: coordinate action items and program deliverables with client and development teams.
    • Follow relevant issue handling processes to manage and close feedback in JIRA.
    • Route issues to appropriate team members and follow up as needed.
      • Document production bugs and enhancement requests and communicate to the project manager/lead.
      • Track and prepare reports on types of incoming feedback and response rates.
      • Support internal testing of the application before it goes to production and performs production verification after it is released.
      • Maintain, retrieve, and integrate information for dissemination to project stakeholders. QUALIFICATIONS:
        • A minimum of 5 years of application support experience 
        • Knowledge and understanding of SQL
        • 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
          • Tech/internet savvy and able to gain expertise on new systems quickly
          • Able to create material and provide training to end-user
          • Problem solver with a 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 business, Information Technology, communications, or related discipline preferredPowered by JazzHRZghSnu5mWi

Keywords: Precise Software Solutions, Inc., Rockville , Senior Helpdesk Specialist (Customer Support), Other , Rockville, Maryland

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