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Customer Service Engineer

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Texas (USA), United States

Offer summary

Qualifications:

Bachelor's degree in general education, 8 years of relevant experience can substitute for education, Experience with ServiceNow or similar ticket tracking, Strong customer care communication skills.

Key responsabilities:

  • Respond to technical inquiries from VA users
  • Resolve internal technical issues in software
  • Conduct training for customers and prepare reports
  • Document inquiry responses and escalate critical issues
TISTA Science and Technology Corporation logo
TISTA Science and Technology Corporation Information Technology & Services Large https://www.tistatech.com/
1001 - 5000 Employees
About TISTA Science and Technology Corporation
TISTA Science and Technology Corporation, a CMMI Level 3 company, focuses on delivering information technology (IT) and professional services to Federal and State agencies, and to various commercial clients. TISTA is an Inc. 500 company, a recipient of the 2010 “Top 100 Service-Disabled Veteran-Owned Businesses," “Top 100 8(a) Business“ awards from Diversity Business, 2012 “Top 100 Privately-held Businesses in Maryland," and recognized in Washington Technology’s FAST 50 list of the fastest-growing small businesses in government contracting in 2012. We offer expertise in cyber security, software, and database development, engineering support, network, and critical infrastructure protection, IT operations and maintenance, information assurance, identity, and access management, certification & accreditation, enterprise security, disaster recovery planning, continuity of operations (COOP), risk management, IT architecture, IT Security Training Services, and Program Management.
See more TISTA Science and Technology Corporation offers

Job description

Overview:

Are you a Customer Service Engineer who would like to have a positive impact for millions of people? If so, we may have an opportunity for you!

 

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

 

Stay Connected:

Follow us on LinkedIn for updates on this job and other exciting opportunities.

Responsibilities:
  • The LEAF Platform Team is seeking team players who can respond to a high-volume of moderately technical inquiries from VA users, enterprise wide. The role we are filling is Customer Service Engineer who can quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs.
  • Resolve internal technical issues in software.
  • Participate in training customers and identifying repeatable issues that can be resolved in a knowledge article.
  • Handle customer complaints.
  • Prepare reports on customer issues.
  • Quickly escalate critical technical issues
  • Document inquiry responses and problem resolutions prior to closing the ticket
  • Delivers comprehensive training using a combination of PowerPoint presentations, standardized tutorials, and live demonstrations to facilitate ongoing education and skill development
  • Delivers coordinated communications, focusing on disseminating training updates, instructional content, and key announcements
Qualifications:
  • Must be able to Diagnose and troubleshoot customer technical problems
  • Must have Customer care communication skills
  • Must have ServiceNow or similar ticket tracking skill
  • Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues.
  • Must be able to diagnose and troubleshoot technical issues impacting end users

Education:

  • Bachelor’s degree in general education
  • Eight (8) years of additional relevant experience may be substituted for education

 

Clearance: 

  • The ability to pass a Tier 2/Moderate Background Investigation 

 

Location:

  • Department of Veteran's Affairs (100% On-site)
  • Monday - Friday  (7:00 AM - 3:30 PM EST Time)
  • Austin Information Technology Center (AITC)

1615 Woodward Street,

Austin, TX 78741

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Hardware TroubleshootingServiceNowCustomer Communications ManagementIssue Management

Other Skills

  • Teamwork
  • Communication
  • Problem Solving
Are you interested?

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