Description Duties include: * Coordinate tasking responses associated with The Globe to ensure governance policies, opinions and perspectives of The Globe are fully coordinated and accurately reflected. * Participate in tracking feedback daily from The Globe audience to gauge customer experience.
* Perform customer service duties to include email response and disposition of The Globe feedback as appropriate.
* Resolve product and service discrepancies for online feedback for The Globe.
* Develop user stories/features based on The Globe feedback inputs from JIRA and maintain this information in Redmine.
* Create and maintain metrics on feedback status.
* Support training content development, training delivery, and tracking across the program.
* Actively manage assigned tickets to ensure daily updates and proactive internal follow-up is performed.
* Experience with analysis of customer feedback to determine areas of improvement and focus for user training. Requirements * TS/SCI
* 11 years of experience
* Bachelor's Degree
* Demonstrated experience in a Help Desk/Technical Support team/environment.
* Demonstrated experience in providing product and service user-based training.
* Demonstrated experience in managing a project. * Demonstrated experience routinely interacting with senior-level directors and/or component leads. * Demonstrated experience utilizing Microsoft Office Suite such as building spreadsheets, consolidating input across various offices, and editing/updating as needed. * Demonstrated experience providing strategic level decisions in a team environment. Desired Skills: * Demonstrated experience working with Microsoft SharePoint.
* Demonstrated experience working with Redmine and JIRA applications. Founded in 2011, ProCleared LLC is a dedicated Service-Disabled Veteran-Owned Small Business (SDVOSB) serving the Intelligence Community and the Department of Defense. We pride ourselves on swiftly delivering solutions tailored to government needs. Our commitment extends beyond our clients; we foster an empowering work environment and offer a comprehensive benefits package, including 100% employer-paid premiums for health, dental, vision, and life insurance, Paid Time Off, federal holidays, and a competitive 401k match. At ProCleared, we value our people, partners, and purpose.