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Job #: R-00012985
Location: Herndon, VA
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret/SCI with Polygraph
Referral Eligibility: Eligible
Group: Intelligence

Job Description:

Provides professional customer service support to independently assess and respond to a broad range of customer technical inquiries. By following standard procedures when available, or performing ad hoc problem diagnosis and troubleshooting, answer and manage incoming calls/emails from a variety of sources. Customer service support personnel must act proactively, independently and without close oversight to provide professional, courteous, resourceful support to all incoming inquiries. Personnel must be proficient in relevant technologies, computer applications, customer service principles and practices. Attention to detail is necessary to manage complexity of calls.

Primary Responsibilities
  • Answer calls frequently and professionally
  • Independently apply new skills and techniques to resolve user issues when standard procedures don't exist
  • Proactively develop new standard procedures for use by other customer support personnel when needed
  • Respond to inquiries independently, without close supervision
  • Provide managers with requested information in a timely manner
  • Complete customer service logs/reporting
  • Interact with Program Offices and management
  • Proven customer service skills
  • Ability to conduct effective and efficient transactions with customers
  • Must be able to possess a calm and reassuring telephone manner
  • Ability to adapt to changing work requirements with multiple tasks and priorities with independent judgment and creative thinking
  • Intermediate computer skills; proven experience with Microsoft Office Applications
  • Working knowledge of world geography


Basic Qualifications
  • Bachelor's Degree with 2 to 4 years as a Customer Service Representative, or 4 additional years' of experience in lieu of degree.
  • Demonstrated trouble shooting and analytical skills.
  • Demonstrated ability to learn/adapt/apply new skills and techniques.
  • Excellent verbal and written communication skills, including experience working directly with customers to close on issues.


Preferred Qualifications
  • Experience or working knowledge of Customer Relations Management Systems or similar helpdesk tracking applications - Ability to independently perform and recognize trends of data for tickets


Clearance:
  • Active TS/SCI with Poly


Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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