Overview

Are you a Customer Service Engineer who would like to have a positive impact for millions of people? If so, we may have an opportunity for you!

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

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Responsibilities

• The LEAF Platform Team is seeking team players who can respond to a high-volume of moderately technical inquiries from VA users, enterprise wide. The role we are filling is Customer Service Engineer who can quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs.

• Resolve internal technical issues in software.

• Participate in training customers and identifying repeatable issues that can be resolved in a knowledge article.

• Handle customer complaints.

• Prepare reports on customer issues.

• Quickly escalate critical technical issues

• Document inquiry responses and problem resolutions prior to closing the ticket

• Delivers comprehensive training using a combination of PowerPoint presentations, standardized tutorials, and live demonstrations to facilitate ongoing education and skill development

• Delivers coordinated communications, focusing on disseminating training updates, instructional content, and key announcements

Qualifications

• Must be able to Diagnose and troubleshoot customer technical problems

• Must have Customer care communication skills

• Must have ServiceNow or similar ticket tracking skill

• Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues.

• Must be able to diagnose and troubleshoot technical issues impacting end users

  Education:

• Bachelor’s degree in general education

• Eight (8) years of additional relevant experience may be substituted for education

  Clearance:

• The ability to pass a Tier 2/Moderate Background Investigation

  Location:

• Department of Veteran's Affairs (100% On-site)

• Monday - Friday (7:00 AM - 3:30 PM EST Time)

• Austin Information Technology Center (AITC)

  1615 Woodward Street,

  Austin, TX 78741

TISTA Science and Technology Corporation,a CMMI Maturity Level 3 company, focuses on delivering information technology and professional services to Federal and State agencies. TISTA is recognized in 2019 by Inc. 5000 as one of the fastest-growing private companies in the US. TISTA is also a recipient of 2019 Top Veteran-Owned Companies by the Washington Business Journal. TISTA also received a 2018 Moxie Award in the GovCon category.

Here at TISTA Science and Technology, we value Veterans and encourage all to apply!

#thinktista #tistacares #tistavaluesvets

Employment Transparency:

TISTA is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. It is the policy of TISTA to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information. TISTA will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants.

The EEO is the Law poster is available here, and the poster supplement is availablehere. (https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

The Pay Transparency Policy is availablehere. (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Tista is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail torecruiting@tistatech.comor call (301) 968-3420 and let us know the nature of your request and your contact information.

TISTA is a federal contractor and is subject to the federal contractor COVID requirements under the new FAR/DFARS clauses and must comply with the incorporated Guidance.

If the candidate is hired to perform work on or in connection with one of TISTA’s federal contracts, TISTA is contractually obligated to ask the candidate to verify and show proof of vaccination status and the candidate will be required to comply with mask and social distancing requirements imposed by the FAR/DFARS as well as any additional requirements imposed by TISTA’s customers for any required onsite work.

Job ID2024-5482

Job LocationsUS-TX-Austin