Intake Technician

The Primary Role of the Client Services Intake Technician will be to collect, analyze, track, and present data on the Help Desk tickets, types, service completions times, and customer satisfaction. The Intake Technician will provide Senior Leadership with recommendations to increase customer satisfaction, service efficiency, and process effectiveness on all aspects of the Client Services team. The Intake Technician will also be responsible for supporting the intake, assignment, prioritization, and follow up on all Customer Requests. This person is able to present ideas in the morning, implement them in the afternoon and later check the performance of their idea via data analysis.
 
Duties and Responsibilities:

  • Collects data on a continuing basis utilizing a variety of sources and systems
  • Reviews and examines all data from customer’s tickets and provides metrics; reports any problems found and makes recommendations.
  • Use the Help Desk software to track and record all transactions
  • Create and maintain training materials for common workflow and issues
  • Maintain knowledge base records of solutions to known issues
  • Collects and merges data from databases and spreadsheets to display into other formats.
  • Perform data functions in Excel including Pivot and Lookup tables.
  • Utilize industry standard best practices for problem solving
  • Research and investigate alternate solutions from various sources when necessary
  • Request assistance from or escalate issues to appropriate internal or external resource
  • Understand and perform basic PC peripheral installations as needed.
  • Perform Software installations both general and complex.
  • Runs various mathematical calculations to determine how the data metrics might best be applied to improve program activities.
  • Analyzes and reports on trends in data collected.
  • Assists staff in resolving complaints in data and customer service problems.
  • Performs other related duties as assigned.
  • Respond to requests for technical assistance in person, via phone, electronically, in a timely manner
  • Ability to patiently listen and understand the clients issue or concern
  • Use appropriate judgment to identify, prioritize and escalate issues requiring urgent attention
  • Regularly communicate status of resolution with clients
  • Ensure the issue has been solved and properly train client where appropriate

The successful candidate will also demonstrate the following abilities:

  • Independent Decision Making: Uses intelligence, analysis, consistent rationality and objectivity when making decisions; Anticipates consequences of judgments with the ability to work autonomously with little supervision and a high attention to detail and quality.
  • Energetic: The ability to find solutions and deliver results within a rapid, fast changing, entrepreneurial, technology-driven culture; Passion for technology and a positive, can-do attitude is a must.
  • Adaptability: Capable of adjusting to changing priorities, and possesses the ability to master new technologies in a short period of time.
  • Results-Oriented and Data Driven: Must be a data driven decision maker who loves impacting the bottom line and achieves goals with available resources and abilities.
  • Communication (written & oral): Must have strong interpersonal skills and the ability to establish, develop and maintain cross-functional business relationships, as well as have excellent presentation and problem-solving skills.

Measurements of Success
There are several key measurements of success this employee will use to benchmark performance including:

  • Improving the effectiveness of the Customer Support Team through relevant analysis, planning and reporting.
  • Supporting Senior Management through insightful reporting and analysis.
  • Advancing the productivity of the team through skilled planning, research, and operational efficiencies.

Qualification Requirements:
Bachelor’s degree from an accredited college or university and a minimum of two years’ related experience; or other equivalent combination of education and/or experience which meet the minimum qualifications requirement. Such experience may have been gained in administrative, professional, technical, investigative or other related work.
Job Type: Full-time
Experience:

  • 2-5 years
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