Location: Rockville, MD (Remote)
Required Clearance: Ability to obtain Public Trust
LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.
Position Description:
The Technical Customer Support Associate is responsible for providing exceptional customer service and support by responding to customer inquiries related to general model and program policy, IT and other technical issues, and program operations. This role involves utilizing customer approved scripts, FAQs, User Guides, and other public-facing documentation to provide accurate and timely information. The agent will handle inquiries via phone, email, and live chat, ensuring that all responses adhere strictly to approved Knowledgebase Articles and other authorized resources.
Duties and Responsibilities:
- Respond to customer inquiries regarding general model and program policy, technical questions, and program operations.
- Utilize customer approved scripts, FAQs, User Guides, and other public-facing documentation to provide accurate and consistent information.
- Ensure all responses are aligned with the approved Knowledgebase Articles and other authorized resources.
- Address customer inquiries through various channels, including phone, email, and live chat.
- Maintain a professional and courteous demeanor in all customer interactions.
- Provide clear, concise, and accurate information to customers.
- Document all customer interactions and inquiries accurately in the designated system.
- Update customer records with relevant information following each interaction.
- Escalate unresolved inquiries to the appropriate tier or department as necessary.
- Stay updated with the latest information and updates in the Knowledgebase Articles and other approved resources.
- Attend training sessions and team meetings to stay informed about changes in policies, procedures, and systems.
- Identify and troubleshoot basic technical issues reported by customers.
- Provide step-by-step guidance to customers to resolve common technical problems.
- Escalate complex technical issues to the appropriate technical support team.
Requirements:
- High school diploma or equivalent preferred.
- Previous experience in a customer service or helpdesk role is highly desirable.
- Strong communication skills, both verbal and written.
- Proficiency in using helpdesk software and customer support tools.
- Basic understanding of IT and technical support principles.
- Ability to follow approved scripts and documentation accurately.
- Strong problem-solving skills and attention to detail.
- Ability to work in a fast-paced environment and handle multiple inquiries simultaneously.
- Excellent interpersonal skills and a customer-centric attitude.
Preferred Qualifications:
- Demonstrated ability to effectively use Microsoft 365 Copilot to enhance productivity in daily customer service tasks, including drafting customer communication templates, generating service reports, summarizing client interactions, and preparing training materials.
- Skilled in guiding team members to leverage Microsoft 365 Copilot tools to improve collaboration, streamline customer service workflows, and enhance overall client support efficiency.
Compensation and Benefits
The projected compensation range for this position is $45,000 to $60,000 per year benchmarked in the Washington, D.C. metropolitan area. The target salary for this role is $53,000-$57,000. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.
LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.
Devoted to Fair and Inclusive Practices
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.
If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.
Securing Your Data
Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.
