Thales Defense & Security, Inc.

  • Customer Support Specialist

    Location US-MD-Clarksburg
    Posted Date 1 month ago(6/15/2018 9:24 AM)
    Job ID
    2719
    Category
    Customer Service - All
    Experience (Years)
    5
    Recruiter
    Erin Cresswell
    Minimum Degree
    Not Required
  • Overview

    Thales Defense & Security, Inc. is a global company serving the defense, federal, and commercial markets with innovative solutions for the ground tactical, airborne and avionics, naval/maritime, and public safety and security domains. In addition to mission-critical communication systems, the company provides helmet-mounted displays and motion tracking technologies; SATCOM terminals; advanced sonar systems; air traffic management navigation, surveillance, and simulation; and data protection solutions. Furthermore, the company serves as a gateway for technology, leveraging Thales-wide solutions—such as combat management systems; naval, airborne, and ground ISR; and electronic warfare—to address U.S. requirements. 

     

    We currently have an opening in our Clarksburg, MD office for a Customer Support Specialist. This position reports directly to the Director of Customer Services.

    Responsibilities

    • Receive and respond to various requests of a technical, radio communications nature.
    • Tasks include Customer Relationship Management (CRM) data entry, answering incoming phone calls, responding to emails, coordinate user training, assisting with customer notifications, prepare and update website content and other admin functions as directed by the Customer Service Director.
    • Recording details of all correspondence into CRM database, creating tickets, and follow-up on outstanding requests.
    • Updating and delivering technical correspondence upon request.
    • Demonstrate product proficiency in the areas of operation and basic when responding to either written or oral inquiries.
    • Demonstrate knowledge of company processes and information repositories in order to provide clear guidance to customers.
    • Properly address questions and request for data in accordance with release of company proprietary or controlled data guidelines (NDA’s, ITAR, etc.).
    • Is capable of self-driven or project-based work; can be given a problem and will come back with solutions/answers without constant oversight.
    • Responsible for escalating issues that require either supervisor or manger involvement.
    • Must be able to uphold, support and educate employees on the Thales Code of Ethics.
    • By example sets the standards that embody the TDSI Core Value & Thales Leadership Model
    • Maintain a high ethical standard of practice, including compliance with all company procedures

    Qualifications

    • Candidate MUST be U.S. citizen or be U.S. Resident
    • Ability to obtain and maintain US Secret Security Clearance
    • Experienced in customer service roles with a technical and operational communications background.
    • Well-spoken, friendly, and an advocate of the customer.
    • Minimum 5 years of Government contracting environment.
    • PeopleSoft or Oracle financial systems preferred.
    • Excellent organizational skills and work ethic
    • Effective oral and written communication skills and the ability to manage multiple projects
    • Ability to work in a team environment and interact with employees in all departments and functions
    • Proficiency in Microsoft Office Products

     

     

    Thales Defense & Security, Inc. participates in the United States Department of Homeland Security's E-Verify program.

     

    Thales Defense & Security, Inc. is an Equal Opportunity /Minorities/ Females/ Vet/ Disabled Affirmative Action employer.

     

    We welcome and encourage diversity in our workforce.

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