Ivyhill Technologies has an immediate need for Technical Information Specialists (TIS) for our project located in College Park, MD. The qualified candidates will support a helpdesk by addressing inquiries and requests for assistance received via phone calls and emails. The successful candidate will conduct him/herself in a professional manner, open a helpdesk ticket to record the inquiry details, provide a resolution for the inquiry, assign the solution code, and track the ticket through resolution.
Additionally, the TIS will perform review and analysis of inquiries and calls, perform quality control and quality assurance tasks, escalate complex issues to senior staff or supervisor, and bring them to resolution. The TIS will serve as a call center agent providing customer service and addressing/documenting/and resolving stakeholder inquiries or problems. The successful candidate will work as part of a team and be required to manage workload volumes independently.
Duties and Responsibilities:
- Handle phone calls and emails from internal and external stakeholders and the public
- Respond to and diagnose inquiry/problem through discussion with stakeholders
- Ensure timely processing and ticket creation, to include issue recognition, research, isolation, resolution, and follow-up and/or escalation as needed
- Provide support to stakeholders on a variety of issues
- Continually develop understanding of new regulatory policies, solution codes, resolution steps, and familiarity with the ticketing/telephony system
- Possess and apply a comprehensive knowledge across key tasks
- Resolve complex issues and escalate issues that require subject matter expertise to appropriate team and POCs.
- Perform work in accordance with processes and procedures and contribute to process improvement activities
- Track issues through resolution, gather statistics, and compile reports
- Conduct research to resolve pending issues and obtain missing information
- Perform coding and data entry
Requirements
The qualified candidate must:
- Have the ability to support stakeholders on a variety of issues exhibiting excellent customer service skills
- Have excellent verbal and written communication skills
- Have excellent analytical skills
- Ability to identify, research, and resolve technical problems
- Ability to respond to telephone calls and email requests for regulatory-related matters
- Ability to use computer applications and office equipment such as Microsoft Office, copiers/scanners, fax machines, phones and ticketing systems
- Comply with helpdesk and government agency policies and procedures
- Document, track, and monitor the issue to ensure timely resolution
- Ability to complete assignments independently and assist others with their assignments when needed
Essential Education/Certification/Clearance:
- Must have a minimum of a High School Diploma or equivalent.
- Three (3) years of relevant experience working in an office environment with a records management background. Prior call center or helpdesk experience preferred and considered a plus.
- Security clearance - current or ability to obtain public trust clearance
(Candidates who reside in a qualified HUBZone area are a plus. Please confirm qualified HUBZone eligibility by accessing the HUBZone Map: (https://maps.certify.sba.gov/hubzone/map)).
Benefits
Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.