The Government Health and Safety Solutions Operation is seeking a Customer Support Representative in Rockville, MD to support a Federal Healthcare Customer.
Primary responsibilities will include:
Provide customer support for help with issues with the Rhapsody application. In this role, receives customer communication via email, phone, or other media. Acts as Tier 1 to try to resolve the issues within SLAs if possible, or determines which member of the team is the appropriate individual to act on the communication and triages communication accordingly. This includes making judgments about when issues need to be escalated to the project leads.
Provides support for user training, identifying opportunities, creating materials, and providing demos as needed to users for troubleshooting issues and user knowledge gaps.
Support production of support metrics as needed, properly handling tickets and reuqests according to set support Standard Operating Procedures.
Acts as a backup to the Program Analyst when needed.
Required Education and Experience
BS degree and 2 – 4 years of prior relevant experience in the FDA environment
External Referral Bonus:Ineligible
External Referral Bonus $:
Potential for Telework:Yes, 75%
Clearance Level Required:Public Trust
Travel:Yes, 25% of the time
Scheduled Weekly Hours:40
Job Family:Customer Support
Please note that effective October 1, to enter Leidos facilities in the U.S. and to attend Leidos business events outside of our facilities, employees, vendors, subcontractors, and visitors will be required to be vaccinated or maintain proof of a weekly negative COVID-19 test. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated or able to show negative COVID-19 test results to access facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible.
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, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
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.
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Commitment to Diversity
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.