Customer Support Specialist I, II, III, IV & V

Position Title: Customer Support Specialist I, II, III, IV &V

Location: NASA HQ – Washington, DC

Responsibilities:

Serves as primary customer interface to facilitate service requests, requirements definitions, as well as problem management.

Understands the importance of organizational goals and objectives as well as the metrics used to measure their achievement.

Familiar with business process modeling and other management techniques.

Customer advocate and interface to the service delivery and technical teams.

Assists and advises end- users with all aspects of user reported problems.

Analyzes and evaluates information systems operations and provides recommendations to improve utilization.

Reviews records and reports of equipment malfunctions and maintenance, as well as organizational, procedural, and work flow plans and methods.

Education:

BS/ BA or Equivalent

 

Experience:

Customer Support Specialist I: <2 Years

Customer Support Specialist II: 2-5 Years

Customer Support Specialist III: 5-7 Years

Customer Support Specialist IV: 7-10 Years

Customer Support Specialist V: >10 Years

 

 

Technical Requirements:

Experience with using ServiceNow.