Cognosante Hiring for Service Desk Representative at McLean, Virginia Full Time

Security Clearance required:

No clearance required

Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!

Job Description

We are searching for a polite, professional Service Desk Representative (SDR) to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems. The Service Desk Representative (SDR) may handle a high volume of inbound and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful Service Desk Representative (SDR), you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Key responsibilities

Include the following and other duties as assigned.

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Building lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

• Taking part in training and other learning opportunities to expand knowledge of company and position.

• Adhering to all company policies and procedures.

Required Qualifications

• High school diploma or GED

• Basic PC skills

• Keyboard skills (typing, 10-key, alpha/numeric)

• Proficient in Microsoft Office: Word, Excel, PowerPoint, etc.

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

• Ability to organize and prioritize workloads

• Ability to work both independently as well as in a team environment

• Ability to assess workload, meet deadlines, and adjust as needed

• Understanding of basic customer regulations

• Excellent communication skills: verbal and written

• Comprehensive reading and interpretive skills

• Maintain professional telephone etiquette in a variety of situations

Preferred Qualifications

• Minimum six months helpdesk or call center experience

• Basic mathematical skills

• Experience troubleshooting IT applications

• Research, analytical, and problem-solving skills

We’re solving Americans’ health and safety challenges with technology, innovation, and purpose.

At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We’re committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.

Cognosante was founded to address a critical gap in the health IT market—the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.

Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.

Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.

Are you ready to make a difference in the lives of millions? Join us.

Highlighted Benefits for Full-time Employees

•Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance

Cognosante is an equal opportunity employer (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected] . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.

COVID-19 isn’t stopping our hiring process nor our business as (semi) usual. We’re still reaching candidates, virtually and we’re still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!

Quick tips on virtual hiring success:

• Test your tech —make sure your internet connection and video conferencing program are both working prior to your interview.

• Dress appropriately —dress for success and ensure your surroundings are tidy.

• Be prepared —do your homework, rehearse your responses to key interview questions, and prepare your own questions.

• Be personable —make eye-contact, smile often, and demonstrate enthusiasm for the role.

• Remove distractions —engage with the interviewer by removing all distractions, including your smartphone.