NANA Regional Corporation Customer Relations Specialist - Remote Opportunity in United States

Customer Relations Specialist - Remote Opportunity

Description

Cloud Lake, LLC is a subsidiary of Akima, LLC. Cloud Lake, LLC is a provider of services to today’s Big Data and Cloud market with one crucial difference: our services are highly-specialized, data-centric services. This enables us to focus laser like on helping our government and commercial customers quickly and cost effectively harvest, analyze and leverage the greatest possible value from the increasingly vast amounts of data they are acquiring and need to manage.

Cloud Lake, LLC. is looking for a talented Customer Relations Specialist to add to their dynamic team supporting a highly visible federal contract. This role supports and provides coverage to the 24/7/365 help desk. The Customer Relations Specialist will work directly with end users to provide recommendations and assistance. This role also supports various special projects as required by the client.

Responsibilities

  • Monitor the 24/7/365 service portal for incoming tickets.

  • Triage all incoming tickets, assigning them according to established guidelines.

  • Troubleshoot and address tickets submitted by end users, resolving tickets within published SLAs with a high degree (99%) of customer satisfaction.

  • Escalate tickets as appropriate, following documented process.

  • Identify incidents, following the incident management process and completing the Incident Report as required.

  • Perform site imports as required, achieving 90% accuracy.

  • Work closely with end users to implement special requests on their websites, this can include importing content, re-organizing content and providing guidance on the placement and formatting of content.

  • Create and Deliver end-user logins on request.

  • Perform manual changes required after a production push of new development.

  • Other duties as assigned.

Qualifications

Requirements:

  • This position requires schedule flexibility and the ability to cover other shifts when necessary.

  • Proficient with basic HTML coding.

  • Experience with WordPress required.

  • Troubleshooting and problem resolution experience desired.

  • Proficient in basic Microsoft Office applications.

  • Experience with image editing software, Adobe product suite a plus.

  • Ability to multi-task.

  • Attention to detail and accuracy.

  • Ability to work holidays required.

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Information Technology

Primary Location: United States

Shift: Variable

Req ID: CLO00260