Customer Experience Specialist

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Help Desk Technician for a Full-Time position.

Job Summary:

We are seeking a Customer Experience Specialist to provide front-line support for the USFWS ePermits platform. The ePermits platform is based on ServiceNow and supports various permit application processes. Specialists will diagnose, troubleshoot, and resolve user issues, ensuring a high level of customer satisfaction. This role also includes providing technical support for the ServiceNow system, assisting with issue resolution, and validating reported problems
Key Responsibilities

• Use the ePermits ticketing system to manage and resolve electronic inquiries about the permit application process.
• Diagnose and troubleshoot issues with the ePermits platform, including technical issues within the ServiceNow
  environment.
• Provide support to all ePermits users and facilitate the permit application process.
• Analyze reported issues for potential trends and report them to the Customer Support Manager.
• Respond to public inquiries in writing in a professional manner.
• Escalate complex tickets to Tier 1 and Tier 2 subject matter experts as necessary.
• Provide day to day technical support for the ServiceNow platform, including troubleshooting user issues and assisting
  with configuration or workflow-related issues

Minimum Qualification

• Associate degree or equivalent work experience in IT or customer support.
• Minimum of 2-3 years of experience in customer support or technical assistance.
• Experience with technical support of the ServiceNow system is required

Preferred Qualifications

• Hands on experience working within ServiceNow in a support or workflow focused capacity.
• Proficiency in the ServiceNow platform and Microsoft Office Suite.
• Excellent communication and problem solving skills.
• Ability to work independently and as part of a team
  
  

Preferred Skills:

• Hands-on experience with ServiceNow administration, workflow configuration, and troubleshooting.
• Ability to customize and optimize ServiceNow processes for user support. Strong analytical and diagnostic skills for identifying and resolving technical issues and answering programmatic inquiries.
• Proven ability to deliver high-quality customer support in a technical and programmatic environment. Skilled in managing inquiries and maintaining professionalism in written communication.
• Excellent written and verbal communication for interacting with users and stakeholders.
• Ability to explain technical and program concepts in simple, user-friendly terms.
• Experience working in a team environment and escalating issues effectively to higher tiers.
• Ability to coordinate with subject matter experts for complex problem resolution.
• Familiarity with ticketing systems and electronic inquiry management.
• Ability to work independently while managing multiple priorities. Comfortable adapting to evolving technologies and processes

Deliverables Include:

• Efficiently handle and resolve electronic inquiries through the ePermits ticketing system.
• Document resolutions and maintain accurate ticket status updates.
• Identify and resolve technical issues within the ePermits platform and ServiceNow environment.
• Provide detailed troubleshooting steps and solutions for common problems.
• Offer front-line assistance to all ePermits users during the permit application process.
• Deliver clear, professional written responses to public inquiries. Escalate complex or unresolved tickets to Tier 1 and Tier 2 subject matter experts promptly.
• Track escalated cases and ensure timely follow-up. Provide day-to-day technical and program support for ServiceNow. Ensure high-quality service delivery and maintain positive user experience metrics.
• Collect feedback and suggest improvements to enhance customer support processes

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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