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Help Desk/ Customer Support

Company: General Infomatics, Inc.
Location: Austin
Posted on: June 12, 2021

Job Description:

We have a new full-time job opportunity for a Help Desk/ Customer Support, located in Austin, TX. Please contact Kiara Johnson if you are interested in the new opportunity at 703-647-2721 or by email at kiara.johnson@gi-sdvob.com.

Job Summary:

General Infomatics is looking for a talented, skilled, and experienced Help Desk/ Customer Support to join our team in support of The Department of Veterans Affairs (VA), Financial Service Center (VA FSC) Financial Services Help Desk Services.

VA FSC provides enterprise-wide customer service and system support for a variety of financial, travel, and payroll related inquiries including payments for commercial vendor invoices, provider claims, travel payments, travel services, and payroll services. The VA FSC provides Help Desk Services to include answering all phone calls, emails, customer self-service request submissions, and system registration requests. Help Desk Services include: VA FSC Customer Support Section and VA Time and Attendance System (VATAS) Customer Support Team.

As the Help Desk/ Customer Support, you will manage the quality of the personnel, time reporting, workflow, running reports and collaborating with the VA FSC help desk staff. Shall perform the same functions as the other personnel in addition to assigning work and acting as the liaison between the Government and contract personnel. You will independently complete assignments consisting of numerous steps that vary in nature and sequence, including the selection of alternative methods and refer problems not solvable by adapting or interpreting substantive guides, manuals, or procedures.

VA FSC Customer Support Section provides enterprise-wide customer service and system support for a variety of financial, travel and payroll related inquiries including payments for commercial vendor invoices, benefit payments, provider claims, travel payments, travel services, and payroll services. The Help Desk Services include answering all phone calls, emails, customer self-service request submissions, and system registration requests; and if determined to be an action by another support group, forward those inquiries in accordance with established procedures using the appropriate FSC trouble ticketing solution or FSC Enterprise Customer Process Management (CPM) Tool.

The VA Time and Attendance System (VATAS) Customer Support Team provides customer service support to over 400,000 VA employee users who are currently using the timekeeping system. VATAS is an automated, centralized, web-based time and attendance system. The VATAS Help Desk Services include answering all phone calls, emails, assign appropriate time and leave units, updating employee profiles, activating/deactivating employee profiles, performing validation overrides, performing tour of duty unit maintenance, gathering and providing reports as requested and performing projects related to VATAS process improvement when enhancements are needed for new or change in regulations.


Help Desk/ Customer Support Responsibilities:.

  • Ensures the project/department milestones/goals are met.
  • Ensure customer service is timely and accurate daily.
  • Recruit, train, and support help desk representatives.
  • Set specific customer service standards.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Follow up with customers to identify areas of improvement.
  • Develop daily, weekly, and monthly reports on help desk team's productivity.
  • Provide customer feedback to the appropriate internal teams, like product developers.
  • Plans prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum

Requirements:

  • U.S. Citizen.
  • 2 to 3 years experience (minimum).
  • Proven work experience as a Help Desk/ Customer Support.
  • Understanding of financial management systems, i.e., accounts payable and receivable processes.
  • Thorough understanding of automated time and attendance systems.
  • Strong customer-service oriented problem-solving skills.
  • Excellent written and verbal communications skills.
  • Team management skills, thorough understanding of help desk functions and processes.
  • Demonstrated success working in a team environment focused on meeting organizational goals, objectives, and strong customer service skills.
  • Proficient with Microsoft Office Suite.


Job Posted by ApplicantPro

Keywords: General Infomatics, Inc., Austin , Help Desk/ Customer Support, Other , Austin, Texas

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