Application Support Lead

Peraton • San Antonio, TX

1d

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED