Application Support Lead

Peraton•San Antonio, TX

6h•$39,000 - $62,000

About The Position

Peraton is seeking a Call Center Service Representative 4 . The position will perform the following duties, but not limited too: Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature. Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications. May also make outboard service calls to potential customers. Utilizes mechanized systems to initiate and complete service orders and handle customer requests. Researches required information using available resources. Identifies and escalates priority issues and complaints. Follows up customer calls where necessary. Completes call logs and produces call reports. May be required to work in one or multiple queues/skill sets over various customer contact channels. May assist in training new employees. Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure. Target Salary Range $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

Requirements

High School and 2+ years of experience
Must be U.S. Citizen
Ability to obtain Department of Defense security clearance (ADP II Public Trust)
Minimum 6 months of Tier 1 DHA Global Service Center experience.
Demonstrated knowledge of Service Desk support methodology.
Shift work may be required.

Nice To Haves

AA/AS Degree in Computer Science, or MIS
HDI or similar certification
The ability to effectively communicate technical matters to a non-technical audience.
Strong customer service and communications skills.
Strong critical thinking skills that facilitate expedient problem solving.
Demonstrated teamwork skills.

Responsibilities

Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications.
May also make outboard service calls to potential customers.
Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
Researches required information using available resources.
Identifies and escalates priority issues and complaints.
Follows up customer calls where necessary.
Completes call logs and produces call reports.
May be required to work in one or multiple queues/skill sets over various customer contact channels.
May assist in training new employees.