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Customer Service Team Lead

Company: Tad Pgs
Location: Reston
Posted on: May 3, 2021

Job Description:

We have an Excellent Contract position for a Customer Service Team Lead to join a leading Company located in theReston, VA area.The company is currently seeking a Customer Service Technician to support the IT Asset Management Operations team handle a larger than expected volume of CIO Central tickets related to IT Hardware attestation that was rolled out in 2020. The CIO Central queue currently has a backlog of over 400 tickets that need to be worked to resolution.This role is responsible for processing technical customer tickets and providing information about the customer's hardware asset record. Responsibilities also include keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken within the ServiceNow tool. Act to make the appropriate changes to the customer's hardware asset record to resolve customers' problems.Refer unresolved customer grievances to designated departments for further investigation. Provide the customer with direction, if the scope of the grievance cannot be resolved by IT Asset Management. Answer and process incoming technical customer tickets related to IT asset management in a positive and professional manner. Assist customers inquiries to resolution, ensuring customer satisfaction. Raising any uncommon grievances or issues to management immediately.Education Requirement: High school education or equivalent and 5+ years of related experience. Prefer technical/professional certifications. Required Skills:Customer service oriented attention to detail, and technical aptitude. Works on problems of moderate scope where analysis of situations or data requires a review of various factors. Exercises judgment within defined procedures and practices to determine appropriate action. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Excellent written and verbal communication skills. Desired Skills: Experience working in customer services, IT Help Desk, and ServiceNow experience is preferred. TAD PGS, Inc.is a Global Fortune 500 company with worldwide revenue of over $27 billion and more than 50 decades of government contracting experience. We specialize in supporting U.S. Government Agencies and their prime vendors by delivering a full range of recruitment and workforce solutions. As part of the Adecco family, we have access to over 2.5 million active candidates supporting hundreds of locations across North America. On any given day, we have more than 70,000 professionals working at client sites across the United States.VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / EOE Protected Veterans/DisabilityThe Company will consider qualified applicants with arrest and conviction records.To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit Associated topics: assist, help desk, information technology support, patient, support, support analyst, support specialist, technical, technical support specialist, technician

Keywords: Tad Pgs, Reston , Customer Service Team Lead, Other , Reston, Virginia

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