Customer Service Assistant

Position OverviewIn this role, you will provide supervised support for Help Desk tickets submitted by employees and vendors. You will be responsible for updating tickets daily with thorough documentation, ensuring timely and satisfactory resolution before closure. Additionally, you will educate users on policies and procedures, and perform other tasks as assigned by your supervisor.Key ResponsibilitiesPerform routine administrative and transactional tasks under the direction of a supervisor.Serve as backup to front-line customer service representatives, offering support to employees and managers by identifying, analyzing, and resolving issues.Use customer service technologies—including telephony systems and case management tools—to document and address inquiries, and escalate issues when appropriate.Guide employees on organizational policies, tools, and procedures to help them navigate inquiries more independently.Handle all transactions and employee interactions in compliance with data privacy requirements, ensuring confidentiality of sensitive information.Maintain compliance with internal processes and all applicable federal, state, and local laws and regulations.Leverage a knowledge base to respond to questions, troubleshoot issues, and process requests accurately.Must Have **High school diploma or GEDU.S. citizenship required due to the nature of the workRequired *Minimum of 1 year of experience in a customer service or support roleProficient in Microsoft Office 365, especially Excel, Word, and OutlookStrong ability to multitask, and to perform in a fast-paced team environmentPreferred ****Experience using ServiceNow or a similar ticketing systemExceptional attention to detail and organizational skills

Created: 2025-07-09