Information Systems Specialist Tier 1

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Leidos is seeking skilled and customer-focused Tier 1 Information Specialists to join our team supporting inquiries related to federal government programs and services. As a Tier 1 Information Specialist, you will be responsible for providing accurate, timely, and courteous responses to public inquiries via telephone, email, web chat, and other communication channels.

What you will do:

• Respond to inquiries from the public regarding federal government programs and services with accuracy and professionalism.
• Utilize approved content and resources to provide information that meets the needs of customers and answers their questions.
• Manage interactions across multiple channels, including phone, email, and web chat.
• Collect and record data on each interaction using the CRM system.
• Maintain a friendly, conversational, and professional tone while engaging with customers.
• Adapt to new technologies and methodologies to improve service delivery and customer experience.
• Collaborate with team members and supervisors to ensure continuous improvement in service quality.

We are looking for someone with the following qualifications:

• High school diploma or General Educational Development (GED) certificate.
• Proven customer service experience with the ability to handle inquiries and requests in a courteous and professional manner.
• General knowledge of federal government programs and services.
• Proficiency in using CRM systems and other contact center technology.
• Excellent communication skills, both written and verbal, with proficiency in American English.
• Ability to work under pressure, especially in crisis situations or with challenging callers.

A highly qualified candidate will have the following:

• Experience working in a contact center environment.
• Proficiency in Spanish or other languages is a plus.
• Familiarity with government information systems and customer service best practices.

This Position Pays $15.80 per hour

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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