In a world of possibilities, pursue one with endless opportunities. Imagine Next!

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 intelligent, diverse 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 government contracting processes and procedures 

Active Polygraph

#angelfish 

Minimum Clearance Required to Start:

Top Secret SCI

This position is part of our Federal Solutions team.

Our Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our diverse, intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!

Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!