This is a short-term position that lasts from ~December 1st until March 15, 2021.

Job Description

Summary of position/daily activities: We are looking for a talented customer service professional to support the mission of the US Department of Education in regards to collecting data related to the CARES Act. This position will provide helpdesk support to the people who must submit data so that the Department can measure progress and evaluate the impact of the funding. This means direct support for education professionals at local, state, and federal levels.

Our Ideal Candidate

You share our passion for education.
You are excited about the opportunity to both learn and teach. This is a dynamic space: education data collections evolve and systems change.
You are motivated to offer exceptional experiences. Technical subject matter can be challenging, so it helps to be empathetic, thoughtful, and patient.
You have high standards. Ability is important, but client is set apart by more than talent. This position requires someone who works collaboratively with colleagues and takes ownership over the quality and value of their work. We want coworkers who work hard and are relentlessly competitive in setting new standards for themselves and for their teams.
Duties and Responsibilities

Provide customer support to State Education Agencies and Institutes of Higher Education
Respond to customer inquiries via telephone and email
Open and manage support tickets in the tracking system and assist in quality review of tickets
Research and escalate issues as needed to other project groups or to the Project Lead for resolution
Assist with webinars, online training, and user guide creation/updates
Support data collection activities and assist customers with data collection and submission issues (including data quality and error resolution issues)
Skills and Specifications

Excellent verbal and written communications skills
Strong interpersonal skills and customer service aptitude
Advanced skills in MS Word and Outlook
Experience with Excel and Adobe Acrobat highly desirable
Ability to think analytically, solve problems, and make effective decisions under pressure
Some solid mathematical aptitude and effective task management skills
Comfortable with internet searching and online databases
Ability to work independently
Attention to detail
Ability to gather and interpret relevant data and information
Education and Qualifications

Minimum Education: Bachelors degree in Business Administration, Computer Science, or any related field from an accredited institution and 3-years related experience; or 4 years related experience
Experience in the education field (highly desirable)
Background in education, communications, or information science (highly desirable)
Past experience in customer service, helpdesk support, and/or IT (highly desirable)

Public Trust

Candidates must have the ability to work for any employer in the US without sponsorship.
Ability to obtain a clearance. US citizenship required. Active 5(c) public trust clearance preferred, not required.

Twenty Bridge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status, or any other characteristic protected by law. AA M/F/Vet/Disability

Federal law requires Twenty Bridge to verify identity and employment eligibility; with information from your Form I-9. The E-Verify system is used.