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Company Name : Octo
Location : McLean, VA 22102
Position : Customer Support Specialist
Job Description : You…
As a Customer Support Specialist at Octo you will join an Agile DevOps Team who is developing new features for Production systems as well as supporting the active user base. You will be responsible for maintaining operations and providing end user support for a suite of highly visible applications for an innovative federal government agency. This individual will be responsible for monitoring the queue of user tickets, allocation of user tickets across the Help Desk team, ensuring all Help Desk SLAs are met and ultimately ensuring a high level of end user support for our supported systems.
Us…
We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles, and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client’s missions.
The Program Mission…
This Program will support the Agency’s Information Technology mission to implement Agile application solutions that provide enterprise identity management services and ensure security, integrity, and efficiency through Agile to support design, development, testing, and adaptive maintenance activities.
Requirements…
Actively review the Help Desk queue for applicable system ‘Tier II’ issues and assess appropriate next steps (e.g.; assignment to Octo Help Desk Analyst, immediate resolution, escalation to ‘Tier III’ resources, etc.)
Track all ticket progress against service level agreements and alert management of any potential issues that could result in delayed ticket resolution
Communicate directly with end users to clarify any potential issues, walk through mitigation steps, and provide general status updates
Capture and present key Help Desk metrics such as issues opened vs closed per month, average time to close tickets, average number of open tickets, and others
Participate in Agile (Kanban/Scrum) ceremonies and present reporting, status, risks, priorities to team
Create, manage and/or update documentation to assist in more rapid Help Desk issue resolution times
Experience providing exceptional user support as part of a Help Desk team
Strong attention to detail, time management and ownership characteristics
Desired Skills…
Excellent communication skills; both verbal and written, including the ability to communicate effectively to technical and non-technical audiences.
Working experience or knowledge of ServiceNow
Working experience with Atlassian Tools; Jira and Confluence
Working experience with programs executing Agile (Kanban, Scrum)
Years of Experience: 5+ years of relevant experience
Education: Bachelor’s Degree or equivalent work experience
Location: Remote
Clearance: Must be a United States citizen and have or are able to obtain a Government Agency Suitability Clearance
This post is listed Under Virginia jobs
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