Application Service Desk Analyst DOD SECRET CLEARANCE required

Tesla; Vienna (VA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Application Support Analyst to join their technical support team. This role involves providing exceptional customer service and support for a federal agency's applications, utilizing tools like Salesforce and Amazon Connect. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to troubleshoot effectively. With a hybrid work schedule, this position offers a unique opportunity to contribute to meaningful projects while maintaining a work-life balance. Join a team that values your expertise and dedication to service excellence.

Benefits

Medical, dental, vision insurance

Life insurance

Short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

Qualifications

• 1+ years in call center providing customer service and technical support.
• Experience with Salesforce and ticketing systems is essential.

Responsibilities

• Provide Tier 1 and Tier 2 support for incidents involving Salesforce and Amazon Connect.
• Engage customers via phone, chat, and email to resolve inquiries.

Skills

Customer Service

Typing Speed

Oral Communication

Written Communication

Troubleshooting

Education

Bachelor’s Degree

Certification

Tools

Salesforce

Amazon Connect

Help Desk Ticketing System

Job description

Active Secret Clearance Required

Hybrid Schedule - 3 days on site in Vienna VA (Tysons Corner)

Tesla Laboratories is actively seeking an Application Support Analyst to join a new technical support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills.

Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Work as part of the Application Support team responsible for Tier 1 through Tier 2 support leveraging Salesforce and Amazon Connect functionalities including chat. You will contribute to the technical support team by providing valuable guidance for Tier 1 and Tier 2 incidents common issues.

• Providing support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and the application.
• Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions.
• Utilizing chat functionality effectively to deliver service and support to agency customers.
• Engaging with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications.
• Conducting research using available resources, including knowledge bases, training materials, and published solutions.
• Adhering to established agency processes and procedures.
• Identifying and escalating priority issues and redirecting problems to appropriate resources.
• Accurately processing and recording call transactions via the agency's ticketing system.
• Following up with and making scheduled callbacks to customers as per standard procedures.
• Staying current with agency system information, changes, and updates as directed.
• Employing good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence.
• Handling multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the questions that the customer is asking.
• Entering, monitoring, and updating help desk tickets in the call tracking system to track progress and resolution of customer issues.
• Performing closed-loop communication with end users to resolution.
• Must be able to meet and adhere to established guidelines for average chat volume, call times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirements.
• Developing and creating documentation on training materials, FAQs and Knowledge Base Articles.
• All other duties as assigned.

Minimum Qualifications:

• 1+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone.
• Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti.
• Experience researching problems, analyzing trends, and distributing findings.
• Strong customer service, verbal, and written communication skills, and troubleshooting skills required.
• Ability to quickly learn complex business applications and apply this knowledge to assist end users.
• Bachelor’s degree or certification; work experience may be a substitute.
• US Citizenship necessary with ability to pass a background check.
• ACTIVE SECRET CLEARANCE REQUIRED

Benefits include:

• Medical, dental, vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 11 paid federal holidays
• Paid vacation
• 401K with company match