Customer Service Engineer

TISTA Science and Technology Corporation
life insurance, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, Texas, Austin
Nov 15, 2024
Customer Service Engineer Job ID 2024-5482 Job Locations US-TX-Austin Overview Are you a Customer Service Engineer who would like to have a positive impact for millions of people? If so, we may have an opportunity for you! TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more! Stay Connected: Follow us on LinkedIn for updates on this job and other exciting opportunities. Responsibilities The LEAF Platform Team is seeking team players who can respond to a high-volume of moderately technical inquiries from VA users, enterprise wide. The role we are filling is Customer Service Engineer who can quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs. Resolve internal technical issues in software. Participate in training customers and identifying repeatable issues that can be resolved in a knowledge article. Handle customer complaints. Prepare reports on customer issues. Quickly escalate critical technical issues Document inquiry responses and problem resolutions prior to closing the ticket Delivers comprehensive training using a combination of PowerPoint presentations, standardized tutorials, and live demonstrations to facilitate ongoing education and skill development Delivers coordinated communications, focusing on disseminating training updates, instructional content, and key announcements Qualifications Must be able to Diagnose and troubleshoot customer technical problems Must have Customer care communication skills Must have ServiceNow or similar ticket tracking skill Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. Must be able to diagnose and troubleshoot technical issues impacting end users Education: Bachelor's degree in general education Eight (8) years of additional relevant experience may be substituted for education Clearance: The ability to pass a Tier 2/Moderate Background Investigation Location: Department of Veteran's Affairs (100% On-site) Monday - Friday (7:00 AM - 3:30 PM EST Time) Austin Information Technology Center (AITC) 1615 Woodward Street, Austin, TX 78741