Tech Support Specialist Job Vacancy in Raytheon Intelligence & Space Detroit, MI 48228 – Latest Jobs in Detroit, MI 48228

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Company Name : Raytheon Intelligence & Space
Location : Detroit, MI 48228
Position : Tech Support Specialist

Job Description : Vertex – Technology & Training Solutions – Tech Support Specialist – Remote
The position you are applying for is with Vertex Technology & Training Solutions which was formerly Raytheon Global Training & Logistics. The Vertex Company acquired Raytheon Global Training & Logistics in December 2021.
VERTEX OVERVIEW
The Vertex Company is a services solutions provider that operates as a federal government prime contractor. With over 7,000 employees in 200 locations worldwide, the Mississippi-based company offers vertically integrated solutions for defense and commercial customers.
Delivering integrated turnkey lifecycle support from concept definition, to engineering and manufacturing, through end of life support of complex systems and platforms, Vertex offerings include all levels of aviation maintenance, worldwide contractor logistics support, systems engineering and integration, specialized onsite mission execution, high consequence training programs for defense and commercial customers, and integrated supply-chain solutions. Over our 50 year history, we have perfected the balance of cost, schedule, and performance to offer high-quality solutions that consistently exceed customer requirements.
The Vertex Company is a Federal Contractor and must comply with Federal mandates. All employees may be required to obtain a COVID-19 vaccination as a condition of continued employment. A medical or religious accommodation may be granted on a case-by-case basis. In order for an accommodation to be considered, you must submit the COVID-19 Vaccination Accommodation Request form.
Vertex is a portfolio company of American Industrial Partner (AIP), an operationally orientated private investment firm with a 30 year track record of working with management teams to build scaled world class businesses (www.americanindustrial.com).
Position Scope and Charter:
Dedicated US Tech Support Specialist supporting 8:00am – 5:00pm EST hours to provide training administrative customer services for a global Fortune 500 company. The person fulfilling this position will be trained to perform various tasks within a Learning Management System (LMS) as well as interface closely with our customers. This role is an early career position for the right candidate who meets the required skill set and has the desire to grow within the program.
Responsibilities of this position include, but are not limited to:
Receive, analyze and update requests using a request management system
Process and complete all assigned requests for LMS support services (examples: add a course, change a class, process a roster) to expected levels of quality
Interact with customers to understand/clarify requests and resolve issues when required
Respond to general inquiries from customers via phone, email, chat
Prioritize workload to meet SLAs and request due dates
Provide process guidance and walk-throughs to clients on how to submit requests
May generate and reformat standard reports (include/exclude filters) using Business Objects
Assist with internal administrative tasks to support the program
Attend and participate in internal and customer meetings as required
Maintain customer satisfaction score of 90% or above
Provide proactive continuous improvement suggestions to existing processes
Required Skills:
Minimum of one year experience working in a database system such as a request management system or other data entry applications
Minimum of one year experience in a customer service role
Excellent customer service skills
Excellent written and verbal skills
Problem solving skills
Excellent attention to detail with excellent organizational skills
Ability to prioritize and manage multiple work assignments in order to meet all project deadlines
Ability to work individually and as part of a small team
Basic knowledge of Microsoft Excel
Desired Skills:
Previous experience working in a Learning Management System, preferably SumTotal or SuccessFactors
Required Education:
HS Diploma
Associate degree or higher preferred
This position requires a U.S. Person who is eligible to obtain any required Export Authorization.
Vertex is committed to building a diverse and inclusive environment in which we recognize and value each other’s differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.

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