InspiriTec, Inc.

Customer Support

• Provide Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets
• Document all support activity in ServiceNow tracking system
• Receive, comprehend, provide, and respond to routine technical informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet
• Respond to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics
• Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web
• Follow established escalation procedures
• Resolve and respond to written customer inquiries and phone calls
• Handle customer questions/issues requiring follow-up and exercise independent judgment within set guidelines
• Develop and maintain positive customer relationships and as well as team members and supervisors
• Apply critical thinking and problem solving skills to customer issues
• Maintain positive customer relations and coordinate with various functions within the organization to ensure customer requests and questions are handled appropriately and timely

Customer Service Representative