FYI For Your Information, Inc. is one of the fastest growing and most successful woman-owned Federal contractors in the country. We have won awards for being a Great Place to Work and continue to make ground-breaking advancements. We focus on career development and promotion people are the core of everything we do. If you are looking for a career and not just a job, you're in the right place!
FYI For Your Information, Inc., is a Woman-Owned Small Business GSA schedule vendor that is a premier provider of Human Capital, Training, and Information Technology services.
FYI attributes this capacity to deliver quality services to many factors, including FYI's in-house recruiters, senior HR professionals, corporate administrative staff, and agile, committed management resources. FYI's focus on the national, regional and local requirements of its customers, and a corporate organizational structure with sufficient depth of skills and authority to deploy and manage scalable teams, allows FYI to be responsive to the real-time needs of our Federal clients.
FYI's Benefits/Incentives: What is in it for you?
FYI is building a team of Customer Support Engineers, who will be based out of Washington, DC. They will be a member of a team that works directly with our customers via phone and e-mail to respond to and resolve their service-related issues. This position requires an individual with good verbal and written communication skills, who is self-motivated and is able to work in a fast paced dynamic environment.
Responsibilities:
" Answer incoming phone calls from customers on their Layer 1, 2, and 3 services. " Work with customers via phone and e-mail to identify and resolve their service-related issues.
" Clearly document all steps taken to identify and resolve a customer reported issue.
" Manage a queue of customer-created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue.
" Work with and coordinate effectively with all members of the Customer Support team, other teams, as well as vendors in order to ensure swift resolution of customer issues.
" Ability to work professionally with customers, vendors, and internal groups under all circumstances.
" Manage customer expectations and escalation and de-escalate the situation as necessary. " Perform other duties or special projects as assigned.
Requirements:
" The ideal candidate must possess a B.S. degree in Computer Science or the equivalent combination of education, technical certifications/training, or work experience.
" Cisco equipment experience and certifications (CCNA) will be highly valued.
" Strong technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS...), IP addressing, DNS's and IP-VPN's is desired.
" Strong problem solving skills.
" Excellent verbal and written communication skills.
" Ability and desire to provide excellent customer service to Customers.
" Must excel in a fast-paced, dynamic environment where critical thinking and strong problem-solving skills are required for success.
" Ability to work independently, as well as in a team environment.
" Reliable employment history with strong attendance and punctuality records.
" Availability to work on a shift including one Weekend day. (Flexibility a MUST).
This position is located in Washington, DC Headquarters.
We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need.