Senior IT Help Desk Support Specialist (Remote) at Spatial Front, Inc (Washington DC)

| Washington DC
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Description:

Spatial Front, Inc is the fast-growing small company providing IT solutions to federal, state, local governments, and the private sector. SFI is nationally recognized by Inc. Magazine by being awarded the Inc. 5000 Award in 2018, 2019, and 2020. We pride ourselves on being one of the premier employers in the VA, MD, DC area.

SFI is an industry leader in delivering cutting-edge technical solutions and mission support services that bring our customer's businesses to the forefront of the 21st century. Our corporate commitment to excellence in client services and product development means that our people are attentive, hands-on, and bring industry-leading expertise that will meet and exceed your needs in a straightforward, timely, and cost-effective manner. To learn more about us visit: www.spatialfront.com

Every employee at SFI is a leader. We don't settle. We blaze our own path and inspire those around us into action. We motivate others to reach their full potential.

Overview:

Spatial Front Incorporated (SFI) is tasked with establishing Tier 0-3 services for entities required or seeking to submit broadband availability data or bulk challenge data in Federal Communications Commission's (FCC) Broadband Data Collection (BDC) system. Users of Tier 1 support may include broadband internet access service providers, consumers, and state, local, and Tribal governments, among others. SFI is looking for Support Specialists to provide phone support to the users requiring help with submitting data to the FCC as part of a team.

  • Communicate with broadband providers, government entities, and consumers in Spanish and English.
  • Provide stellar support to customers through phone calls, email, and potentially other messaging services.
  • Support is offered Monday through Friday from 8 a.m. until 6 p.m. ET.


Responsibilities:
  • Document the nature of the interaction in FCC's ticketing system.
  • Promptly and accurately discern the filer's issue.
  • Attempt to resolve the filer's issue or problem by outlining steps needed to be taken by the filer to complete their data submission successfully.
  • Review the filer's history in the ticketing system.
  • Access and use materials developed in consultation with and/or approved by the FCC to respond to the filer.
  • Escalate inquiries to Tier 2 support or to FCC staff, when appropriate.
  • Maintain high levels of customer satisfaction by providing timely and accurate responses.
  • Identify trends related to customer inquiries and provide regular feedback to management as needed.
  • Create and/or edit knowledge documentation articles.


Requirements:
  • Associate degree in a related IT field.
  • 4+ years of related work experience in a Help Desk contact center.
  • Prior customer service experience.
  • Excellent troubleshooting, root cause analysis, and problem solving skills.
  • Proficient in using automated tools, search and information retrieval systems, and knowledge and contact management systems.
  • Ability to use the web to search and retrieve information.
  • Experience managing cases from initial customer inquiry to Tier-2 hand-off for case resolution.
  • An attitude focused on customers and an ability to empathize with what they experience.
  • Exceptional verbal communication skills with friendly, patient and professional phone demeanor.
  • Excellent written communication skills with the ability to quickly compose clear and concise answers.


Desired Skills & Qualifications:
  • Willingness to work flexible hours as needed.
  • Zendesk, JIRA, and Confluence experience.
  • Ability to interact at all levels of management internally, and with customers and suppliers.
  • Takes initiative and doesn't need constant instruction.
  • Flexibility and ability to bounce between projects quickly.


Additional Information:
  • This work is to be performed entirely outside of Colorado.
  • In order to meet the clearance requirements for this opportunity, candidates must be a Green Card Holder or US Citizen.
  • As a Federal Contractor, all Spatial Front Employees are required to be fully vaccinated against Covid-19 and provide proof of vaccination prior to the first date of employment.
  • Ability to pass a US Public Trust background investigation for access to the client site and computing systems. You must have lived in the US for the past three (3) years.
  • All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.


Other Information:
  • This is a full-time in person position. Please no agencies, third parties, or corp-to-corp.
  • Equal-opportunity Employer, EOE AA M/F/Vet/Disability.
  • Spatial Front Inc. participates in E-Verify.
More Information on Spatial Front, Inc
Spatial Front, Inc operates in the Information Technology industry. The company is located in McLean, VA. Spatial Front, Inc was founded in 2008. It has 165 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 6 open jobs at Spatial Front, Inc, click here.
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