Lockheed Martin Help Desk Customer Services Rep - Inbound/Outbound Call Center - Nashville, TN in Nashville, Tennessee
The Help Desk Support Representative is responsible for providing first level technical support, for our tools and applications, to members of our Preferred Partners Network (PPN). This person will provide technical support to PPNs needing assistance with account administration (Password resets and account unlocks), distribution of software, software troubleshooting, and service / support request entries via Help desk tracking system. If unable to resolve requests at first contact, candidate collects and documents necessary information for appropriate escalation. Communicate with end users to provide customized solutions utilizing company standard software products and services.
•Responsible for providing technical/software service and support to customers through various customer contact touch-points, including telephone, e-mail, Web service applications, fax or Interactive Voice Response. •Perform account unlock, password resets •Serves as a key contact with internal and external customers. Responds to complex and or program technical tool/application and service questions, and general information inquiries. •Performs problem resolution, troubleshooting, diagnosis and repair for program software tools and application •Receive, track, diagnose and resolve incidents in a timely manner. Will need to develop a Help Desk ticketing system •Monitors all tools and applications production environments on an hourly/daily basis for production related outages/errors via regular testing •Troubleshoot tools/applications using basic troubleshooting techniques •Effectively provide/communicate troubleshooting results to other Support Teams who require engagement for higher level issues. •Escalate outages, internal issues, and critical application/ tools •Ensure incident tickets are updated timely, documented properly, and communicated to the interested parties and management •Create / improve methodology for End-user support •Effectively relay alerts and troubleshooting performed to Support Teams when they are engaged •Updates Managers on the individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs. •Prepare reports and maintain records of work accomplishments and administrative information for Program / Project Managers
Basic Qualifications •High school diploma or equivalent •Associate’s degree in a computer related field preferred •1-2 years of experience in a customer service or Help Desk service desk role – must have good understanding of basic troubleshooting •Customer Service Experience preferred. •Email/Chat support experience is a huge plus •Experience in using and developing any ticketing system •Background in providing customer service •Computer skills, including working knowledge of all MS Office Suite products •Professional telephone and customer service skills •Excellent troubleshooting skills •Ability to learn new technology and applications •Solid written and oral communication skills •Effective planning and prioritizing skills •Results oriented, with the ability to prioritize effectively in a fast paced and dynamic work environment. Ability to excel and remain agile in a fast paced work environment •Strong customer service and follow up skills •Ability to work in a team environment •Adaptability and comfortable to change •Strong attention to detail •Excellent listening, oral, and written communication skills •Ability to listen to and empathize with customers and acknowledges their challenges/concerns. Ability to follow policies and procedures as outlined. •Ability to quickly gathers information to determine a customer’s needs, applies problem-solving skills, and resolves the inquiry/request effectively.
As a leading technology innovation company, Lockheed Martin’s vast team works with partners around the world to bring proven performance to our customers’ toughest challenges. Lockheed Martin has employees based in many states throughout the U.S., and Internationally, with business locations in many nations and territories.
Join us at Lockheed Martin, where we’re engineering a better tomorrow.
Lockheed Martin is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Job Location(s): Nashville Tennessee