Tier 1 Call Center Agent

Maximus

95d•$25 - $30•Onsite

About The Position

Maximus is looking to hire a Tier 1 Call Center Agent. This position is onsite and requires an active TS/SCI clearance. The role involves handling inbound and outbound customer contact via voice, emails, and online chat, actively listening to determine customer needs, and answering questions with courtesy, patience, and professionalism. Agents will research knowledge articles to respond to customer inquiries about provided products and services, take immediate action on service requests, and provide first contact resolutions that meet customer needs and confirm understanding, all in accordance with DoD, USAF, and Program standards and guidelines. The position also requires identifying concerns and routing them to the appropriate department for escalated customer and service issues, determining the complexity of inquiries, and routing them in a timely manner. A record of each contact must be created in the government hosted ServiceNow ITSM tool for referral and historical purposes. The agent will be responsible for providing day-to-day technical support to customers for a range of hardware and software related systems, responding to and diagnosing problems through user discussions, including troubleshooting, fault rectification, and problem escalation. The role requires providing effective and timely resolution of users’ problems, queries, or complaints, assisting in hardware and software evaluation, and communicating information that requires some explanation or interpretation. Work is performed under moderate supervision, where problems are typically routine but may at times require interpretation or deviation from standard procedures.

Requirements

Associate degree in relevant technical field or at least 2 years’ experience in a technical help desk position or technical support.
Experience with software application troubleshooting and tiered escalation processes.
Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy etc.)
Familiarity with general networking and software applications.
IAT level 1 minimum, IAT level 2 preferred.
Active TS/SCI clearance.

Nice To Haves

IAT level 2 preferred.

Responsibilities

Handles inbound and outbound customer contact including but not limited to voice, emails and online chat.
Listens actively to determine customer needs and answers questions.
Demonstrates courtesy, patience and professionalism while providing information to customers.
Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services.
Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer’s needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines.
Identifies concerns and routes to the appropriate department to address escalated customer and service issues.
Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner.
Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes.
Responsible for providing day-to-day technical support to customers for a range of hardware and software related systems.
Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
Provide effective and timely resolution of users’ problems, queries or complaints.
Assist in hardware and software evaluation.
Communicate information that requires some explanation or interpretation.