Job Description

In this role as a Customer Care Representative, you will be actively working with our PRISM and FedConnect customers to ensure their questions and issues are triaged, addressed, and resolved in a timely manner. The ideal candidate for this role will enjoy functional problem solving and is proficient at working directly with end-users to understand what they seek to accomplish and the trouble they are having. Duties include providing telephone and email support to clients and working with development staff to resolve issues.

Daily Responsibilities: 

•  Address customers' questions or concerns via phone or web-based ticketing system, providing customer service and product support in accordance with current standards
•  Work collaboratively across multiple teams to get to the bottom of customer-reported issues
•  Recreate issues and document appropriate software change requests to remediate defects
•  Work on special projects as directed by the manager

Skills, Abilities, and Education Qualifications:  

•  2+ years providing functional support for software applications
•  Strong customer service acumen that has been demonstrated in an IT solutions environment
•  Experience in government functions such as federal acquisition, grants, and/or financial management is preferred
•  Strong analytical skills with a talent for problem-solving and attention to detail
•  Proven ability to handle defined periods of stress with professional poise
•  Ability to communicate clearly both orally and in writing with teammates, management, developers, and clients
•  Demonstrated ability to drive challenging technical problems to resolution while also keeping clients and staff up-to-date on progress along the way
•  Works both independently and as part of a team, including excellent organization and time management skills
•  Ability to handle multiple clients and open issues
•  Motivated self-starter
•  Ability to interact in a positive manner with internal and external contacts
•  Understanding of SQL databases and XML-based web services helpful
•  Functional proficiency in Microsoft Office suite
•  Bachelor of Arts or Bachelor of Science Degree
•  U.S. Citizenship or Permanent Resident Required
•  For some positions, applicants may need to be the subject of a security investigation and may need to meet eligibility requirements for access to classified information

Unison is an Equal Opportunity Employer