Customer Service Specialist

Job Family:

User Support (Digital)

Travel Required:

None

Clearance Required:

Ability to Obtain Public Trust

What You Will Do: 

• Provide 1st and 2nd level IT support to the NLM and external community. 

• Troubleshoot and resolve hardware, software, application, network, user access, or related issues. 

• Create tickets and document all activities in helpdesk ticketing systems. 

• Escalate more complex problems or unresolved issues to next level of support. 

• Monitor call queues and ensure incoming calls are answered as efficiently as possible. 

• Address client questions using available information resources. 

• Comply with Corporate IT Service Management and Service Desk policies, procedures and directives. 

• Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests. 

• Generate summary reports with qualitative and quantitative assessments of the customers’ inquires and their resolutions. 

• Contribute to creating training materials. 

• Recommend process changes as needed to improve service levels. 

• Communicate NLM policies and standards. 

• Stay current with information technology systems and industry trends. 

• Provide evening and weekend support (off-hours support), as assigned, on a rotating basis. 

 

What You Will Need: 

• Bachelor's Degree with 5 years of prior relevant experience on a medium to large-scale program, OR 9 years of relevant experience in lieu of degree. 

• Experience working professionally with customers remotely via phone, chat, and email. 

• Strong communication (written and verbal), multitasking and customer service skills. 

• Proficient in managing multiple tasks at one time and prioritizing said tasks. 

• Strong problem-solving skills. 

• Must be proactive, punctual, and be able to multitask efficiently. 

• Strong planning and organizational skills. 

 

What Would Be Nice To Have: 

• Knowledge of biomedical terminology. 

• Relevant experience in scientific settings

• Experience working in an ITIL environment is a plus. 

• Experience with collaboration tools including Atlassian, Jira and Confluence. 

The annual salary range for this position is $75,800.00-$113,600.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.