Customer Support Specialist

10/27/17
ManTech (www.mantech.com)
Other

/yr

  Full Time   Employee   Contractor


Rockville
Maryland
United States

General Responsibilities:

Support internal and external users on the EHB (Electronic Handbook) System used to manage the Grants Management Cycle for the Bureau of Primary Health Care (BPHC) of HRSA (division of HHS).

Track tickets and resolutions with client designated ticketing system.

Answer help desk phone line.

Respond to submitted web tickets.

Participate in UATs.

Attend all required trainings.

Relay workaround solutions to users as needed.

Might need to work a late shift during peak grant application season (tbd per client).

Ability to work in a wide-open cube environment.

Mandatory Skills Requirements:

Listening Skills

Multi-Tasking Ability

Ability to use PC

Ability to use MS Office

Ability to handle stress and work well under pressure

Oral and Written Communication Skills

Public Speaking Skills

Ability to trouble shoot complex software package

Other Skills Preferred:

Saleforce Ticketing

Virtual Call Center (VCC)

EHB (Electronic Handbooks

Federal Health Grants

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