Entitlement Manager

Description

Abacus Solutions Group:  

We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we first ask, “Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.? 

Position Description:   

We’re hiring an Entitlement Manager to work with our team at Fort Huachuca supporting the service desk mission. This is a growth opportunity with expectations to move into a higher role within six months! 

Responsibilities: 

• Respond to and resolve customer requests in relation to enterprise email and non-person entity accounts 
• Interact with customers via phone call, email, chat, web portal and instant messaging
• Assist and manage customer related issues and create updates to processes, procedures, and documentation as needed 
• Manage enterprise user and non-person entity mailboxes
• Grant and manage user entitlements
• Manage distribution lists for users
• Accurately document calls and cases
• Be aware of customer’s time restraints and work within those time limits
• Keep customer aware of steps taken to resolve issue
• Provide clients with problem reference numbers and request numbers
• Manage time and workload to meet predetermined service levels

Requirements

Requirements: 

• High School Diploma or equivalent
• Excellent use of the English language both verbal and written 
• Excellent customer service skills 
• Demonstrate the ability to be a quick learner 
• While we provide training for this position we prefer to hire candidates with a technical support background and/or education? 

Security Clearance / Background Check: 

• Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you 
• Must be able to pass standard background check and drug screening

Hours:  

This is a 24/7/365 operation; candidates must be willing to work rotating shifts 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.? We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.?