| Location: | Greenbelt, MD, USA | Pay Rate: | |
| Pay Type: | per year | Employment Type: | Full Time |
Halvik is a highly successful company that puts people first, and we are looking for someone just like you. We are committed to delivering smarter IT-driven solutions bolstered by quality and innovation to help our customers succeed. Come be a part of something truly special!
We are looking for a Customer Service/Help desk Representative for the Contract Holder's Relationship Management (CHRM) team for our government client near Greenbelt MD. The CHRM representative will receive inbound calls and cases, and fully troubleshoot, diagnose, and respond to user problems and follow escalation guidelines.
Requirements and Duties:
- Support CHRM manager and team activities by providing insight, analysis, and tool enhancement recommendations
- Provide advanced analysis and research regarding vendor integration with SEWP's processes, tools, and components
- Analyze and research vendor capabilities and response times based on customer requests to build and maintain internal SEWP knowledgebase
- Provide training and guidance to SEWP Contact Holders in support of contract holder tools
- Develop new ideas for future enhancements and processes to increase efficiency within the CHRM team and SEWP as a whole
- Work with Customer Service Team to follow up on outstanding RFQs to determine and analyze root causes of issues
- Monitor Contract Holder program performance, resolve issues and escalate problems in accordance with guidelines
- Provide analyses around RFQs with no response, capture and report SEWP response trends
- Capture, analyze, and report solicitation trends specific to the SEWP program
- Understand the SEWP order process, including credit card orders and receipt/acknowledgements of delivery
- Develop a detailed understanding of the SEWP RFQ process, particularly the quoting rules for contract holders and the procedures for both automated and manual quote submission
- Assisting contract holders with submission requirements and procedures for CLIN (Technology Refresh) update process.
- Attend events, trainings, and conferences as needed
- Other Duties as assigned
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Experience/Skills:
- Knowledge of government procurement to include basic terminology
- Experience in a help desk/customer service environment
- Experience with using ServiceNow is a plus
- Excellent critical thinking skills
- Proficient in Microsoft Office Suite
- Knowledge of current IT industry and trends
- Strong verbal and written communication skills
- Attention to detail
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Education:
- Bachelor's degree is required. Business or IT field is preferred.
Halvik offers a competitive full benefits package including:
Company-supported medical, dental, vision, life, STD, and LTD insurance
Benefits include 11 federal holidays and PTO.
401(k) with company matching
Flexible Spending Accounts for commuter, medical, and dependent care expenses
Tuition Assistance
Charitable Contribution matching
Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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