Job Details
Leidos
Customer Support Representative
Description
Job Description:
The Government Health and Safety Solutions Operation is seeking a Customer Support Representative in Rockville, MD to support a Federal Healthcare Customer.
Primary responsibilities will include:
Provide customer support for help with issues with the Rhapsody application. In this role, receives customer communication via email, phone, or other media. Acts as Tier 1 to try to resolve the issues within SLAs if possible, or determines which member of the team is the appropriate individual to act on the communication and triages communication accordingly. This includes making judgments about when issues need to be escalated to the project leads.
Provides support for user training, identifying opportunities, creating materials, and providing demos as needed to users for troubleshooting issues and user knowledge gaps.
Support production of support metrics as needed, properly handling tickets and reuqests according to set support Standard Operating Procedures.
Acts as a backup to the Program Analyst when needed.
Required Education and Experience
BS degree and 2 – 4 years of prior relevant experience in the FDA environment
hhsfda
External Referral Bonus:
IneligibleExternal Referral Bonus $:
Potential for Telework:
Yes, 75%Clearance Level Required:
Public TrustTravel:
Yes, 25% of the timeScheduled Weekly Hours:
40Shift:
DayRequisition Category:
ProfessionalJob Family:
Customer SupportPay Range:
#Remote