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Customer Support Specialist

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POST DATE 8/16/2016
END DATE 10/20/2016

Charles Stark Draper Laboratory Cambridge, MA

Cambridge, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
High School Diploma or GED


Minimum of High School diploma with at least 3+ years' experience in a customer service atmosphere Solid experience/knowledge of Microsoft Office applications Strong written and verbal communication skills and interpersonal skills required Superior telephone etiquette skills in answering and initiating phone calls Knowledge of Help Desk ticketing software FrontRange HEAT a plus Ability to work efficiently in an environment with changing priorities Ability to achieve successful outcomes in handling difficult situations Shows initiative and acts independently to resolve problems Ability to work with minimal direct supervision

The position is responsible for providing customer and administrative support to an 1 800+ user environment. Serving as a primary contact for the Client Services organization the Customer Support Specialist will direct users on appropriate processes to engage Information Services for support needs. This role will also oversee critical functions provided by Information Services such as new employee onboarding loaner system administration and ensure overall ticket health across the Information Services organization. The Customer Support Specialist is a forward facing role to the Draper community where exceptional customer service skills are necessary. Provide oversight and management of all Information Services onboarding needs for new Draper personnel ensuring a 100% success rate. Perform daily audits of Information Services open ticket volume for quality analysis ensuring tickets have timely action and updates. Work with team management on any needs. Proactive monitoring of all ticket volume to ensure trouble tickets are addressed by appropriate personnel in a timely manner. Work with Information Services Management on any needs. Assist in operational reporting of ticket volume including reports such as Open Calls Closed Calls Service Desk First Call Resolution Last Updated time etc. at the organization team and individual level. Manage the loaner inventory pool including the quality audit of all loaners being distributed to Draper personnel including managing the retrieval of outstanding loaner requests not returned. Assist in VPN token refresh administration. Serve as an escalation point for any VTC meeting room needs or urgent issues relating to conference rooms. Work with the appropriate Information Services team(s) for remediation. Provide documentation support on existing Information Services processes including ensuring periodic update needs are met highlight potential process efficiencies identify documentation gaps as well as opportunities to streamline existing ones.

Draper is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or protected veteran status. We understand the value of diversity and its impact on a high-performance culture.