• Systems Support Agent

    Job Location US-VA-Reston
    Job ID
    Job Location
    United States
  • Overview

    The American Institutes for Research (AIR) is a leading professional services firm with a growing software engineering and product development team. We design and build things that are inspiring and make a real impact in the online testing industry. We are currently seeking a Systems Support Agent to join our team.


    The candidate will be responsible for understanding the technical underpinnings and functionality of the online testing software. Based on that understanding, the candidate should be able to provide tier-2 support to the various users of this system, including the Assessment Help Desk and in some cases, the users in the field. The candidate should be able to track and prioritize the different requests that are sent by the users and escalate it to the different team members. **Must be able to work 2nd shift with a start time between noon and 2pm, Monday through Friday.** Essential Job Functions: Provide tier 2 contact and problem resolution for all system requests escalated by the Assessment Help Desk team in an accurate and timely manner Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications. Identifies, documents, researches, and resolves customer issues using the call tracking system. Follows-up on ongoing customer issues. Recognizes, documents and alerts Lead of trends in cases Recommends process improvements Creates and reviews documentation, reference material, Frequently Asked Questions (FAQs), etc. Demonstrates excellent customer service skills both on the phone and in writing.


    Bachelors Degree in Computer Science, or related field. 0-5 years of experience in software help desk/customer support. Excellent communication skills to understand user issues and communicate issue resolutions. High attention to detail. Excellent time management. Quick aptitude for learning new software. Preferred Qualifications: Ability to work independently, learn quickly and accomplish tasks under limited supervision. Highly motivated to achieve client satisfaction with timely, high quality services. Self-starter and motivator with a strong sense of accountability. The intellectual capacity to interpret, analyze and troubleshoot technical problems.


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