Part-Time Tier I Support (Remote) - Addison Group

Job Title: Part-Time Program Assistant - Tier I Support

Location: Washington, DC

Payrate: $28-$30 / Hour

This role provides technical and administrative support for a division that offers products and services to customers through Tier 1 and Tier 2 customer support. A key part of the position involves addressing customer service needs on a daily basis. You will assist customers with purchasing products and services, answering general inquiries about the online store and offerings, troubleshooting login issues, updating account information, handling payments and shipping, and resolving basic product-related questions. Additionally, the position includes routing calls to subject matter experts (SMEs) when needed, logging issues and resolutions using an Information Technology Service Management (ITSM) system, and staying informed on current offerings.

Duties and Responsibilities

• Answer telephone calls or email inquiries efficiently, providing accurate information and identifying priority requests. Respond within one business day.
• Assist customers with account log-in issues, password resets, and other Tier 1 technical issues related to the online platform or website.
• Guide customers through troubleshooting and problem-solving processes where appropriate.
• Identify potential major incidents or problems and escalate them to management.
• Send any necessary follow-up information to customers.
• Maintain detailed product information, catalogs, and files in formats such as PDF and Excel.
• Follow up with customers to ensure issue resolution.
• Coordinate and track solutions to customer service problems through to resolution.
• Verify order and payment details, providing shipping status updates when requested.
• Help meet program deadlines and objectives.
• Stay up-to-date with program requirements and policies.
• Collaborate with external vendors to resolve issues with product delivery or access.

Key Relationships

You will communicate daily with customers, internal IT teams, Finance, and subject matter experts (SMEs) across the organization via various forms of communication.

Qualifications

• 2-4 years of experience in a similar role.
• At least 3 years of continuous customer service experience.
• Bachelor’s degree in a relevant area, or equivalent work experience. Some positions may require only an associate degree/technical diploma or equivalent work experience.
• Proficient in Microsoft Word, Excel, and SharePoint, with the ability to quickly learn new software applications.
• Strong organizational skills and the ability to manage multiple tasks with minimal supervision.
• Excellent customer service and problem-solving skills.
• Ability to develop an understanding of business policies and procedures.
• Ability to follow instructions and comply with policies.
• Persistent in finding solutions and resolving issues within set timeframes.
• Experience with RingCentral, CISCO, or similar telecommunications systems is preferred.
• Previous helpdesk experience is strongly preferred.
• Experience using ITSM and/or CRM software like Microsoft Dynamics is a plus.

Physical Requirements

• Ability to remain seated and work on a computer for extended periods.
• Occasionally move around the office to use equipment like printers or attend meetings.
• Operate standard office equipment such as computers and printers.
• Occasionally lift items up to 10 pounds.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.