[Remote] Customer Care Assistant

Note: The job is a remote job and is open to candidates in USA. Booz Allen Hamilton is a professional services firm specializing in shared services. They are seeking a Customer Care Assistant to ensure the effectiveness and efficiency of Delivery Hub operations by providing support for Help Desk tickets and educating employees on policies and processes.

Responsibilities

• Provide supervised support for Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed
• Educate and provide policy guidance on inquiries and be responsible for other duties as directed by supervisors
• Perform repetitive administrative and transactional activities as directed by the supervisor
• Provide back-up to the front-line customer service representatives and support to employees and managers, including troubleshooting to analyze, isolate, and solve problems and issues
• Utilize key customer care technologies such as telephony and case management to accurately capture and resolve employee and manager inquiries or determine if escalated support is required
• Educate inquiring employees about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiry more independently
• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organization's data privacy requirements
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations
• Utilize a knowledge base to answer questions, resolve issues, and complete transactions

Skills

• 1+ years of experience in a customer service and support role
• Experience with Microsoft Office 365, including Excel, Word, and Outlook
• Ability to multitask in a fast-paced team environment
• HS diploma or GED
• U.S. citizenship is required
• Experience with ServiceNow
• Possession of excellent detail-oriented and organizational skills

Benefits

• Health, life, disability, financial, and retirement benefits
• Paid leave
• Professional development
• Tuition assistance
• Work-life programs
• Dependent care
• Recognition awards program

Company Overview