Customer Service Representative

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When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with exceptional people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

Parsons is looking for an amazingly talented Help Desk Customer Service Representative to join our team! In this role you will get to ensure round-the-clock support is available 24/7/365, through both phone and email, ensuring help desk response capabilities are always accessible to a worldwide mission! 

 

What You'll Be Doing: 

• Adjudicating tier 1 level inquiries and have the authority to escalate complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution 

• Utilize specialized software tools, to efficiently log customer interactions, track issue resolution progress, and generate performance metrics that gauge customer satisfaction levels. 

• Assisting users existing in multiple geographically dispersed areas with diverse backgrounds 

• Provide detailed product support covering technical aspects, operational guidance, and user/account queries via phone, email, or in-person interactions 

• Conduct thorough research to resolve issues efficiently while maintaining up-to-date knowledge on products, platforms, and industry trends to enhance service request support 

• Act as A key contributor to shaping the customer experience strategy across various touchpoints and channels; you will actively suggest process improvements aimed at elevating customer satisfaction 

What Required Skills You'll Bring: 

• Active Top Secret/SCI clearance 

• Bachelor's degree in engineering or related field, or equivalent combination of education and experience

• Expertise to adjudicate Tier 1 level inquiries 

• Excellent communications and analytical skills 

• Experience with transitioning complex issues to engineers, software developers, field technicians, and other relevant professionals for comprehensive resolution 

• Expertise in using issue tracking tools such as JIRA and Maximo. 

• Adept at documenting service or product-related concerns promptly 

• Experience customer feedback for management review and coordinating with internal departments for issue resolution continuity; ensuring a seamless client journey from start to finish 

• Ability to ensure a smooth transfer of the customer to the appropriate technical support group; in instances where an issue cannot be resolved satisfactorily in-house 

• Additionally, they meticulously enter and monitor service work orders while verifying the accuracy of account information and recorded data, ensuring a consistent commitment to quality service delivery. 

 

What Desired Skills You'll Bring: 

• Bachelor's degree or equivalent hands-on demonstrable work experience in a technical field  

• efficiency in one or more language translation software tools 

• Knowledge of Quality Assurance standards  

• One or More industry standard certifications such as ITIL 

• Knowledge of g