The Outbound Service Desk Representative will be responsible for providing outbound call support to our nation's veterans ensuring they are able to access and utilize their VA provided device for telehealth and other digital health solutions offered by the VA. Outbound call services consist of end-user initial setup, device and connectivity troubleshooting, training of mobile devices operations, and general operations within video connection platforms and applications. This role is focused on consistently delivering a “white glove customer experience” in a mission driven organization.
Shift is Monday - Friday; 8:30am - 5pm EST
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Perform outbound calls to our nations veterans
Create, update, and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirements
Assist veterans with initial device set up and configuration
Ask questions to ensure all peripherals have been received and are working appropriately
Assist veterans with basic device functionality instructions
Provide over the phone training on accessing and using the applications
Provide reassurance to end users when delivering solutions and diagnosing issues
Advise management of potential risks that may have impact on customer base and operating environment
Promote end-user satisfaction in adherence to established performance metrics
Strong familiarity with mobile devices (Android / Apple), Tablets, and Windows / Mac PCs
Experience working in help desk ticketing systems, ability to type and document notes in real-time while engaged with customer on phone
Calm and focused ability to handle calls with end-users who may have little understanding of technology supported
Ability to communicate ideas in both technical and user-friendly language, speaks clearly, confidently, and comfortably with customers and work colleagues
Ability to maintain composure and customer focus while troubleshooting and solving issues
Be accountable, on-time, and available to make calls at start of shift. Regular, reliable attendance is required
Strong customer service skills required
Be a team player!
EDUCATION/EXPERIENCE:
2+ years help desk, technical call center, IT service desk providing phone-based support or telehealth device support experience.
Associate degree required or equivalent IT experience in lieu of degree.
Apple Certified Tech (ACiT/ACMT), Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A+, Security+ or Network+), Microsoft (MCP/Associate or higher) highly preferred.
Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologies
Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer is required
Experience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phone
Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
Ability to possess strong sense of ownership of client relationships
Be accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is required
Ability to work successfully as part of a team
Ability to keep sensitive and confidential material private
Prior service military or knowledge of military agencies and veteran community helpful
Regular and reliable attentance is required
Ability to obtain and maintain Public Trust Security Clearance
US Citizen
DESIRED:
Experience Supporting tablet and/or 4G issues
Familiarization with medical industry and related terminology
Prior military service and/or experience working with or serving the military veteran community
CompTIA A+
PROFESSIONAL ATTRIBUTES:
Problem Solving/Analytical Skills
Communication (Verbal and written)
Teamwork
Enthusiasm
Attention to detail
Time Management
Customer Service Focused
Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.
Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
