Job Description
Job DescriptionDescription:
Customer Support Specialist
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value – not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We’d love for you to join our team!
Responsibilities
B&A has an exciting opportunity for a Customer Support Specialist supporting a federal contract. This is a 100% remote opportunity and can be performed from anywhere in the continental United States. In this role, you’ll have the opportunity to:
- Respond immediately to users requesting assistance by telephone or email, and record and validate customer's contact information.
- Ensure technical problems are clearly defined with a precise description of the problem being encountered; technical terms spelled out, so they can be easily understood by either functional/technical analysts or business process owners who may be called upon to investigate the problem.
- Provide password resets.
- Perform initial system diagnosis and resolution or reassign to appropriate Salesforce queue for resolution.
- Track Salesforce tickets to resolution and notifying user when resolved.
- Record problem resolution and receive confirmation from customer of resolution.
- Supporting the customer with data analysis regarding trends and possible enhancements gathered through standard help desk call operations.
- Provide continuous improvement and enhancements to the customer’s technical support process.
- Employees will be responsible to create a suitable work environment in their home or other secure area for work purposes. The client will provide Government Furnished Equipment (GFE) necessary to execute the mission.
Education and Experience
- High School Diploma
- ITIL 4 Certification Desired
Required Skills
- Detail Oriented
- Ability to accurately follow procedures and instruction
- Help Desk Operations: performing Call Tracking, Documentation, and Service Requests
- Internet Explorer: Deep familiarity with Active X Control, Browser Connectivity Settings, Metro and Desktop Browsers, Privacy Settings, Security Zones
- Microsoft Office: Creating File Security, Read Only / Files from untrusted location, Troubleshooting Outlook Problems
Desired Skills
- Bilingual speaking (Spanish)
Security Clearance
- Public Trust
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A’s 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
- The B&A Cares program: on-staff registered counselor, 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, wellness challenges, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Lifeworks Employee Assistance Program (EAP): engagement through guided wellness and peer recognition. Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly virtual events
- B&A Annual Wellness Challenge: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, and #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A’s offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
EEO is the Law
B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 Form to confirm work authorization.
Requirements: