Responsibilities: Provide exceptional support for specified Office of Regulatory Affairs applications (ORA) and serve as the first point of contact for Client ORA Users. Provide support to ORA Applications and provide critical support solutions for the Division of Food Defense Targeting (DFDT). . Document all communications between client, tier 2 and tier 3 using Service Now, while keeping clients informed on all information received and actions taken by the helpdesk. Using Service Now knowledge base, evaluate and escalate client issues to the appropriate tier level 2 or 3. Support is provided year round (24/7/365).
" Handle incoming ACD calls and respond to consumer inquiries regarding ORA Applications.
" Respond to contacts via phone, web tickets and email. A primary component of the position is performing accurate ticket entry in Service Now ticketing system and proper timely resolution or escalations.
" Knowledge base usage and contributions based on Client Customer inquiries and request.
" Strong computer skills.
" Strong analytical ability to resolve complex customer inquiries.
" Excellent verbal and written communications.
" Excellent interpersonal skills to effectively interface with all levels of staff, clients and customers.
" Ability to multi-task. Ability and experienced in performing research.
" Ability to demonstrate superior organizational skills by keeping operational files and work area organized.
" Must have the ability to handle a high level of responsibility and effectively handle high call and email volume.
" Demonstrate a strong work ethic.
" Government contract experience a plus.
" Must have an ACTIVE Clearance or be able to must obtain and maintain Public Trust level 5 security clearance.
" Must be a US Citizen and be able to pass extensive back ground check
" Experience Team Players with 2-3 years Help desk Customer Service
" Must speak English fluently.
Education; High School Diploma / some college work preferred
Must be able to work any Office hours from 6:00AM to 7:00PM MST + afterhours shifts