Customer Support Representative

Description

Job Description:

The 24/7 SES Customer Support Contact Center currently has an opening for a Customer Support representative on the Second shift. Candidate will work remotely using various communication technologies to support our customers globally. This is an exciting position that offers direct contact with customers and service staff to aid with resolution to service activity to maintain security and detection systems installed at airports and other customer sites in the US and other locations worldwide.

Primary Responsibilities:

Position is available for 2ND Shift: 3:00pm – 11pm

• Answer and respond to service requests for maintenance/repair of X-ray inspection systems. Duties involve interaction with the TSA, Cruise Lines, Federal buildings, Government facilities, and other customers. Support UK and Australia regions after hours
• Interface with Leidos Inc. Field Service staff to assign Service Request and provide status and updates
• Process service orders, order parts, and prepare correspondence
• Follow and execute procedures
• Cultivate, improve, and sustain relationships with customers and ensure customer satisfaction by following up with customers and Field Technicians through service completion.
• Ensure deadlines for response time on repairs are met
• Provide informative proactive feedback to management

Basic Qualifications:

• High School Diploma or equivalent
• 5 years of customer service experience with professional maturity
• Must be proficient in Microsoft Office Applications (Word, Excel, PowerPoint, etc.)
• Strong verbal and written communication skills
• Creative problem solver with strong detail orientation
• Ability to multi-task, prioritize, and follow-up
• Knowledge of MRP and CRM systems and experience with a global service provider of manufactured products is a plus

Preferred Qualifications:

• Ability to work weekends and a flexible schedule required.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#Remote