Job Description

The Opportunity:

As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance.

You will be providing supervised support for Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on inquiries, and be responsible for other duties as directed by supervisor. Due to the nature of work performed within this facility, U.S. citizenship is required.

How You’ll Contribute:

• Perform repetitive administrative and transactional activities as directed by the supervisor.
• Provide back-up to the front-line customer service representatives and support to employees and managers troubleshooting to analyze, isolate, and solve problems and issues.
• Utilize key customer care technologies such as telephony and case management, to accurately capture and resolve employee and manager inquiries or determine if escalated support is required.
• Educate inquiring employees about tools, policies, and processes for the organization, so that they are better informed on how to handle their inquiry more independently.
• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
• Utilize a knowledgebase to answer questions, resolve issues, and complete transactions.

You Have:

• 1+ years of experience in a customer service and support role
• Experience in Microsoft Office 365 with an emphasis on Excel, Word, and Outlook
• Ability to multitask in a fast-paced team environment
• HS diploma or GED

Nice If You Have:

• Experience with ServiceNow
• Possession of excellent detail-oriented and organizational skills

About Seneca Resources:

Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.

Job Tags

Work at office, Local area,

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