Position Title	Customer Service Representative (Help Desk)
Location	Columbia, MD
FLSA Status	Exempt
Full-Time or Part-Time	Full-Time
Telecommuter Status	Position Eligible for Telecommuting

           
Mission
NextLOGiK solves a broad range of business challenges through the application of innovative thinking, creative design, intelligent software development and network solutions. We strive to connect with our clients on a more personal level and deliver a satisfying and long-term customer experience.
 
Position Summary
This position will assist our clients as they use NextLOGiK products and websites, assisting them with their membership services.  You will partner with our customers to provide the best experience possible, working directly with users to assist customers with basic troubleshooting issues.  This position will support our customers through system upgrades and keep users trained and up to date on latest features.
 
The Customer Service Representative will work in the Account Management team in a broad range of tasks. The ideal candidate will be professional and courteous at all times, be comfortable with basic office technology and software, possess the ability to quickly and efficiently learn a customer management system, have excellent written and oral communication skills, and be able to multitask and keep up in a fast-paced environment, while remaining flexible, proactive, resourceful and efficient.
 
Customer Service Support

• Provide customer service support for various website platforms
• Handle all incoming phone calls, emails, and inquiries about various website platforms. 
• Reset passwords as requested.
• Ensure a seamless customer experience for website platforms including:  setup access to website platforms, reset passwords, and add labs to user profiles.
• Administer policies, standards, practices, and security measures for all customer accounts.
• Ensure customer satisfaction about technical support issues.

 
Troubleshooting & Problem Resolution

• Resolve customer requests within 24 hours.
• Issue help desk tickets for Level 1 service problems.
• Serve as liaison between  customers and the IT department to resolve website access issues.
• Document resolutions for future reference.

Office Management

• Provide office management support including but not limited to customer invoicing, supply orders, and filing. 

 
NextLOGiK Values

• Treat colleagues and customers, as customers and work with individuals and teams in an appropriate manner to achieve the mission and goals of the organization.
• Lead the organization, by example and counseling, to seek excellence in its activities and to adhere to NextLOGiK principles and culture.
• Maintain uniformity of performance activities by adhering to NextLOGiK standard operating procedures and established performance standards. 
• Promote and participate in the selling and cross-promotion of NextLOGiK products and services. 

• Ensure alignment of team to NextLOGiK mission and organizational goals.
• Participate on inter-departmental teams.

Qualifications

• Associate’s degree in information technology, business administration or related discipline, or equivalent in work experience.
• Proficiency in MS Office applications (Word, Excel, Powerpoint, Sharepoint, and Outlook).
• Proficiency with HTML, WordPress, and other relevant technologies to update websites.
• 2+ years experience in customer service and member relations. 
• Able to perform in a team-oriented environment.
• Strong organizational skills and the ability to prioritize. 
• Professional and courteous demeanor.
• Detail-oriented self-starter, well organized and able to work with minimum supervision.
• Flexible and willing to  assist as needed with other departments.