Call Center Service Representative 3 (SCA)

Peraton-posted 3 months ago
$30,000 - $48,000/Yr
San Antonio, TX
5,001-10,000 employees
Professional, Scientific, and Technical Services
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The Application Support Tier 1 Analyst is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise.

  • First-level support of all inbound calls, generating an Incident for all new issues.
  • Accurately logging, ticketing, and tracking/owning all incidents.
  • Provide accurate, timely, and professional resolution on all supported issues.
  • Provide a high level of professionalism and customer service.
  • Timely, accurate, thorough and professional follow-up on all Incidents.
  • Quickly identify and escalate high-priority issues.
  • Accurately triaging/assigning/escalating tickets per current processes and standards.
  • Efficiently and accurately resolving all assigned Incidents.
  • Identify and document Incident resolution and support knowledge.
  • Timely and accurate completion of all assigned duties.
  • Maintain dependable attendance and schedule adherence.
  • High School with 2 years experience
  • Must be US Citizen
  • Ability to obtain Department of Defense security clearance (ADP II Public Trust)
  • Strong critical thinking skills that facilitate expedient problem solving
  • Must be capable of supporting and maintaining proficiency for a wide range of services
  • The ability to effectively communicate technical matters to a non-technical audience
  • Strong customer service and communications skills
  • Must be able to multi-task in a fast-paced environment with shifting priorities
  • Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
  • Familiar with Service Desk support methodology
  • Familiarity with Military Health Systems is preferred
  • Relevant technical certifications preferred
  • Familiar with ITIL (certification preferred)
  • HDI certification preferred
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