Careers at Black Turtle Services

Position:  IT Customer Support
Location:  Baltimore, MD
Job Id:  198
# of Openings:  1

Variety of shifts. 18.92 hourly wage plus health and welfare dollars.

Job Description:
The Computer Operator will effectively and accurately respond to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Internal Service Desk. The CO must provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations. COs will utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database. Escalate requests to appropriate IT departments throughout the CMS Service Desk organization to prevent work stoppage due to technology challenges. Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals.
Position requires shift flexibility to support a 24x7 operation.

Basic Qualifications:
2+ years of customer service experience
Experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time
Experience with follow up and closure for customer
Experience with thorough documentation of contact
Proven excelled customer service skills
Excellent verbal and written communications
Must have strong focus, dedication to research and resolve issues
Excellent knowledge of computers and Microsoft systems, 40 wpm typing

Desired Skills:
High volume IT Support experience,
Strong communication skills and multi-tasking skills
Strong verbal customer service skills,
Strong IT knowledge
Must be available to work nights, holidays and weekends

Black Turtle Services is an Equal Opportunity Employer
Minorities/Women/Disabled/Veterans/Disabled and other protected categories

Job Type: Full-time


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