VetsEZ is seeking a remote Customer Service Specialist to provide top-tier customer service desk support for the Department of Veterans Affairs. The ideal candidate will have experience improving the quality of customer data, managing ticketing systems, and collaborating with both customers and engineering teams to resolve issues and optimize platform capabilities.
Responsibilities:
- Manage and enhance ticket generation systems to track, prioritize, and resolve customer issues efficiently, ensuring timely resolutions and satisfaction.
- Utilize Jira for customer ticket administration, working closely with customers and engineering teams to address access requests, changes, and bug fixes.
- Gather customer requirements to enhance user experience and optimize platform capabilities.
- Develop and maintain business process documentation and standard operating procedures.
- Engage with customers and stakeholders, supporting presentations and application roadshows to demonstrate platform capabilities.
- Manage and enhance SharePoint for improved knowledge management and user communications.
- Maintain task management and workflow processes for customer service operations.
- Take on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project.
Requirements:
- Bachelor’s degree in a related field.
- 6-12 years of experience providing customer service solutions.
- Proficient in Jira for ticket administration.
- Experience with SharePoint for managing knowledge and user communications.
- Extensive knowledge of the Microsoft Office suite.
- Ability to organize tasks, manage simultaneous assignments, and adapt to changing situations.
Additional Qualifications:
- Experience with storyboarding and presentation development.
- Strong organizational and management skills.
- Excellent executive communication and writing abilities.
- Familiarity with VA systems and processes is a plus.
Benefits:
- Medical/Dental/Vision
- 401k with Employer Match
- PTO + Federal Holidays
- Corporate Laptop
- Training opportunities
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
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